With the Aircall-Zendesk integration, and Aircall AI, users can log their Call Summaries and Key Topics to their Zendesk tickets.
⚠️ Please note: Users must have Aircall AI in order to make use of this feature.
Enabling Call Summary and Key Topic logging
- Navigate to the Aircall Dashboard > Integrations & API > My Integrations and select your Zendesk integration
- Select the Settings tab
- Scroll to Zendesk Settings > For call transcription, which format do you want?
- Choose either Text or Tags to choose how your Key Topics are logged
How does Call Summary and Key Topics Logging Work?
With Aircall AI, calls are automatically summarized, and key topics are identified. Now with the Zendesk integration, these details will be logged to your tickets.
- Transcription must be enabled using the line configuration settings. Go to Numbers, select the number for which you'd like to enable call transcription, click Settings, and scroll to the Transcription section
- Only calls which are recorded can be transcribed
- Calls that are less than 2 minutes will not have a summary/key topics
Text
When Text is selected, both the Call Summary and Key Topics shown in Aircall AI will be added as an internal note on your Zendesk tickets:
⚠️ By default, Key Topics will be logged as text unless changed to the Tags option.
Tags
When Tags is selected, the Call Summary will be added as an internal note, but the Key Topics will instead be added to the ticket as Tags:
⚠️ When using the Tags option, Key Topics will be appended as Tags for each Call Summary logged to the ticket, and all Key Topics logged will be sorted in alphabetical order.
Ticket view
If you have enabled the Ticket view setting for your Zendesk integration, Call Summaries and Key Topics will still log, but will look slightly different: