Zendesk integration troubleshooting guide

This guide outlines the most common issues you may encounter when using the Aircall integration with Zendesk, along with the steps to resolve them.

Calls to or from a specific number are not logged in Zendesk

If calls from a particular Aircall number are not appearing in Zendesk, verify that the number is correctly connected to the integration.

Steps:

1. Confirm that the Aircall number is added to the Zendesk integration. You can follow the instructions in this guide to add any missing number.

2. Check the setting that determines how new contacts are created in Zendesk.

• If the setting is configured to Nothing and the number does not already exist as a contact in Zendesk, the integration will not create a ticket.

Note: If the setting is configured to Nothing and the number is not associated with an existing Zendesk contact, the integration will not create a ticket.

Calls are not assigned to the correct agent

If calls are not being assigned to the agent who made or answered them, confirm that the agent’s email address matches in both Aircall and Zendesk.

Steps:

1. Verify that the agent's email address is identical in Aircall and Zendesk.
2. Update either platform if needed so both emails match.

Contacts from Zendesk do not sync to Aircall

If contacts in Zendesk are not appearing in Aircall, review your Zendesk settings in the Aircall dashboard.

Steps:

1. In the Zendesk settings in Aircall, ensure the dropdown for if a contact exists on Zendesk, then... is set to Save it in your phone system.
2. In Zendesk, confirm that each contact has a value in the Phone field. If a contact only has a mobile number, copy the same number into the Phone field.

Tickets or contacts do not appear in the CTI

If tickets or contact records do not automatically open in Zendesk during a call, check your display settings.

Steps:

1. In the Zendesk settings in Aircall, confirm that Display Contact history for inbound or outbound calls is not set to Nothing.
2. Make sure you are using the Aircall CTI within Zendesk to make and receive calls. CTI pop functionality does not work when calls are made through the Aircall desktop app.

Important: CTI pop features require the Aircall CTI inside Zendesk. Calls made through the Aircall Desktop app will not trigger ticket or contact pop ups.

How to identify the source of a ticket in Zendesk

Zendesk may generate multiple tickets for the same call if other processes or integrations are active. Aircall only creates one ticket per call, but Zendesk may create additional tickets through manual user action, external integrations, or automated workflows.

How Zendesk creates tickets for calls

When an Aircall call occurs, the integration creates one Zendesk ticket linked to the call activity. However, Zendesk allows additional tickets to be generated from other sources connected to the same activity, which can result in duplicate tickets for a single call.

How to identify a ticket's origin

Steps:

1. Open the ticket in Zendesk.
2. Look under the subject line.

• If the ticket was created by the Aircall integration, you will see the label via API.
• If this label is missing, the ticket was generated by another source.

3. Tickets created by Aircall will also include entries from the Aircall bot.

For additional details, see Zendesk's support article: How was that ticket created?

Tip: If you continue to experience duplicate tickets or other unexpected behavior with your Aircall Zendesk integration, please reach out to our Customer Support team.