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Simple to set up. Easy to use. Powerful integrations.
Get free accessWe’re kicking off 2025 with some huge news…
Aircall has been named Zendesk’s SMB Tech Partner of the Year for Required Customer Integrations in 2024!
It’s an honor that recognizes how, together with our friends at Zendesk, we’ve built the strongest value proposition on the market for Voice in customer support. And while we’re incredibly proud of this achievement, we’d like to take a moment to express our gratitude to Zendesk and our shared community for making this possible.
A partnership built on innovation and collaboration
Since the beginning, we’ve shared a common goal with Zendesk: to help businesses deliver the best possible customer experiences. Our collaboration has allowed customer support teams to work more efficiently, harmonize and clarify all relevant customer data, and ultimately enhance the experience for both agents and customers alike. Ultimately, this has led to where we are in 2025: a must-have solution for Zendesk’s SMB customers.
We’ve always believed in the power of voice. And we believe voices work best in harmony. That’s why it’s so important for our customer communication and intelligence platform to integrate easily with a business’ existing tech stack - including the all-powerful Zendesk CTI. So, whether you’re making or receiving calls and messages with Aircall’s platform, your agents can handle calls and tickets within Zendesk, without the hassle of toggling between different screens and systems.
How the Aircall-Zendesk integration can benefit your team:
Unfamiliar with our integration? It’s designed to streamline workflows by bringing communications, customer intelligence and customer support tools together in one holistic platform.
Seamless call management: Make and receive calls directly from Zendesk.
Real-time reporting: All call data - including recordings and voicemails - syncs automatically with Zendesk, so agents and managers have a world of clear, real-time data in one place.
Better context for customer interactions: With customer profiles, tags, and notes available right alongside your call, agents have everything they need to resolve issues faster and more effectively.
Enhanced collaboration: When an agent finishes a call, they can immediately assign follow-up tasks or tag teammates, all within Zendesk.
Advanced AI: Our Aircall AI features like Call Transcription and Key Topics are also integrated with Zendesk, saving your agents and managers hours of time on reviews, complaint-handling, and pre- and post-call admin.
“Things have changed incredibly in the last 12 months, and I’d say the biggest change is that AI is literally everywhere… From an employee perspective, we all use our own platform to get internal support, so we see more and more things being resolved automatically by introducing AI.”
-Tim Marsden, Senior Director Technology Alliances, Zendesk
What makes our integration so powerful?
Right now, nearly 1,000 businesses are boosting efficiency, increasing agent productivity, and improving customer satisfaction with the Aircall-Zendesk integration. It works beautifully for organizations of all sizes, but our integration is particularly beneficial for the small and medium-sized businesses that we support.
"Historically, when selecting contact centre solutions, customers were forced to compromise on functionality for a seamless experience, or vice versa. Recognising these challenges, Aircall teamed up with Zendesk to create a game-changing experience for customer service teams with AI-powered tools, modern training and enablement."
-Hami Neisari-tabrizi, Director Partnerships EMEA & LATAM, Aircall.
Let’s dive a little deeper into what it is about our integration that our joint customers love so much:
Automatic ticket creation
Every time an agent picks up the phone, a support ticket is automatically created.
Saves agents time
Preserves all critical information
Centralized workspace
Teams can manage all customer communications, including calls and tickets, within Zendesk.
Smoother workflows
Easier platform navigation
Agents spend less time searching for information and more time engaging with customers
Customizable workflows
Create custom workflows that match your team’s specific needs. You can set triggers and automations based on call data, customer tags, or ticket types.
Easier to prioritize tasks
Reduce wait times
Improve customer satisfaction
Better data and reporting
All calls are recorded and tracked within Zendesk, with reports and dashboard created in Zendesk Explore.
Provides valuable data on agent performance, call volume, and customer interactions
Enables you to fine-tune your support processes
Mobile flexibility
The Aircall mobile app ensures that your agents can log calls, track tickets, and update customer data in real time, no matter where they are.
A heartfelt thanks to Zendesk
This recognition is a reflection of the hard work and collaboration between our teams at Aircall and Zendesk. We want to extend a sincere thanks to Zendesk for this recognition and for being such an inspiring and innovative partner.
“Our partners’ dedication and innovative spirit not only drives their success but also enhances the value we bring to our joint customers at Zendesk. Together, we are creating exceptional experiences and shaping the future of customer service.”
-Tim Marsden, Senior Director of Technology Alliances at Zendesk.
Looking to the future
As we celebrate this award, we’re also looking ahead to the future. The world of customer communication is evolving, and Aircall is committed to leading the way, starting with Aircall Workspace. We’ll continue to enhance our integration with Zendesk, explore new ways to use voice technology to elevate customer support, and help businesses grow and succeed.
To our customers, partners, and friends at Zendesk—thank you for being part of this journey. And in particular, thank you to the small and medium-sized businesses that we’re proudly supporting as they build and grow. This award is a testament to the impact we’re making together, and we’re excited for what the future holds.
The Aircall-Zendesk integration could be helping you to boost your customer support right now! Try a demo, and see where we can take you.
Published on January 22, 2025.
