How to configure your Zendesk Integration

The Aircall–Zendesk integration centralizes all your phone operations within the Zendesk interface. Setup only takes a few minutes and allows you to log calls, create tickets, and view customer insights directly in Zendesk.

Before you begin, make sure that:

• You have admin rights in both Aircall and Zendesk.
• All Aircall and Zendesk users share the same email address for their accounts.
• You have Talk – Partner Edition seats in Zendesk for each agent who will use the Aircall integration.

Once ready, download the Aircall widget from the Zendesk Marketplace to begin setup.

Installing the Zendesk integration

Steps:

1. Log in to your Aircall Admin Dashboard --> select Integrations & API.
2. Under Discover integrations, find and click Zendesk V3.
3. Click Install integration to begin.
4. Click Authorize.
5. Under Select numbers, click Add numbers.
6. Choose the Aircall numbers you want to link with Zendesk, then click Add numbers in the bottom-right corner. For more information on how to add numbers, please visit our article Assigning your Phone Number to your Integration.

Important: You can skip adding numbers during installation, but for call activity to log in Zendesk, at least one number must be selected.
You can add or remove numbers later from your Aircall Dashboard.

7. Enter your Zendesk account URL (for example, https://example.zendesk.com), then click Next.
8. If you are not logged in to Zendesk, you will be prompted to do so.

9. On the authorization page, click Allow. 

   

10. After authorization, your integration will be active. Click Finish to access your Zendesk integration settings in the Aircall Dashboard.

Configuring integration settings

Once setup is complete, you can configure your integration in two sections: General and Settings.

General

• Activate or deactivate your integration.
• Add a custom name for your integration.

• Add or remove Aircall numbers linked to the integration. 

  

  Note: Calls to or from numbers not connected to the integration will not log in Zendesk.

• Delete the integration if needed.

Settings

You can customize how Aircall logs data and interacts with Zendesk tickets.

Call and message logging

• Define how each type of call, SMS, or WhatsApp message is logged:
  • Log to a new ticket
  • Log to a previous ticket
  • Log to no ticket

For calls handled by Aircall AI Voice agent, a specific setting is available to manage ticket creation. This setting is for calls purely handled by AI Voice Agent and weren't escalated to a human agent. For calls which are escalated to human agent, the other settings for inbound answered, missed calls and voicemails will be applicable. 

Important: If "Log new call in previous ticket" is selected and multiple tickets exist, the integration chooses the previous ticket based on status in this order: New > Open > Pending > On Hold.
If the most recent ticket is Solved or Closed, a new ticket will be created.

Ticket status

• Choose the ticket status to apply for each type of call or message:
  New, Open, Pending, On-Hold, Solved, or Closed.

Note: If you select “On-Hold,” ensure this status is enabled in your Zendesk account.

For calls handled by Aircall AI Voice agent, a specific setting is available to manage new ticket status. This setting is for calls purely handled by AI Voice Agent and weren't escalated to a human agent. For calls which are escalated to human agent, the other settings for inbound answered, missed calls and voicemails will be applicable. 

Ticket properties and contact creation

• Enable or disable automatic updates to ticket type and priority based on Aircall tags.

• Assign missed call tickets to a specific user or group for follow-up.

  

• Choose whether to display custom insight cards and select up to five contact details to show.

  

• Select which standard Aircall fields appear in Zendesk tickets, such as:
  • Agent
  • Call Started At / Call Ended At
  • Duration
  • Direction
  • Recording URL
  • Voicemail
  • Call Type
  • Wait Time
  • Call Disposition
  • Transcript
  • And more

Important: To display these fields, ensure Zendesk’s “Agent Workspace” is enabled and that your account has a TPE V2 Zendesk license.

Business hours and contact creation

• Choose whether to create tickets outside business hours.

  Note: This option applies only to calls, not to messages sent or received outside business hours as well as calls handled purely by AI Voice Agent.

• Decide if a new Zendesk contact should be created when calling or receiving a call from an unknown number.

  Important: If automatic contact creation is disabled and the number does not match an existing user, no ticket will be created.
  Enabling this option ensures all calls are logged correctly.

• Choose whether to save Zendesk contacts in Aircall when you communicate with them.
• Allow the ticket title to update automatically based on new call activity.
  Example: A ticket created from an inbound unanswered call can later update its title when an outbound answered call occurs.

Display options

• Choose what appears for each inbound and outbound call:
  • Ticket view
  • Contact history
  • No display

Note: To use this feature, the Aircall CTI must be configured within Zendesk.
See:How to configure your Aircall CTI within Zendesk

AI Insights Logging 

Choose whether Call Transcription should be logged in Zendesk as well as whether Key Topics should be logged a Text or Tags. 

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to Call Transcription and Key Topics logging will be disabled.

That’s it! Your Aircall–Zendesk integration is now fully set up.

You can create multiple Zendesk integrations to apply different configurations or rules for specific numbers or teams, ensuring a setup tailored to your organization’s needs.