With the Aircall-Zendesk integration, and Aircall AI, users can now log their Call Transcriptions to their Zendesk Tickets.
⚠️ Please note: Users must have Aircall AI in order to make use of this feature.
Logging Call Transcriptions
To start logging transcriptions, please ensure the following:
- Your Zendesk integration is active
- The Aircall Numbers whose calls you would like logged are associated with the integration
- Your company is using Aircall AI
- Call Transcription is enabled for the appropriate Aircall Numbers
Important Notes
- Please note that call transcription is generated for calls which have a duration of more than 2 mins. For calls shorter than 2 minutes, no transcription will be created/logged in Zendesk.
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Users who have the Ticket view setting enabled and have selected the Transcript field to show, will view see a Call Transcription label twice in their tickets. The difference is one will be in the internal notes, and is an actual transcription, while the other will be found in the voice comment via the call object, and is the call summary.
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Call Transcription logging in Zendesk can be managed through integration setting "Log Call Transcription in Zendesk" by setting it as "Yes" or "No". By default the value is set as "Yes".