Zendesk CTI

Easily integrate your Aircall phone system to Zendesk directly from your Aircall dashboard or the Zendesk App Marketplace. With Aircall integrated into Zendesk, you’re able to instantly make, receive and synchronize your calls directly from the Zendesk console to save precious time and increase productivity.

How Aircall works with Zendesk

Easily integrate your Aircall phone system to Zendesk directly from your Aircall dashboard or the Zendesk App Marketplace.

With the Aircall + Zendesk phone integration, you’re able to instantly make inbound and outbound calls, then synchronize them directly from the Zendesk console to save time, increase productivity, and supercharge your customer experiences.

Benefits of Integrating Aircall with Zendesk

This integration is a solution built for customer service teams. It adds call center and telephony capabilities to Zendesk, centralizing all your phone operations into one single-interface that uses the data in Zendesk to give context to all your customer interactions. Here’s how:

Richer Insights

Gain deeper visibility into your customers & your support team's performance. This integration allows you to automatically log all your call information including numbers, dates, times, recordings, and voicemail. Use this data to get a better understanding of your workflows. Everything from ticket creation to phone support, managers can get full team insights all on one dashboard.

Greater Customization

Customize your integration by defining specific workflows to better suit your daily operations. Define specific flows using agent numbers or call type to automate reporting and create personalized routing for better customer service.

Customer History

Dive deeper into customer history with the in-app Zendesk phone integration. All your customer history from Zendesk is a click away, providing the full context of your call. Look through notes, tags, and the customer profile to give your team the maximum context to enhance customer experiences and have better conversations.

Better Data

With Aircall, all phone conversations are logged and tracked in your contact records, along with information such as call duration, phone number, a link to complete call recordings, agent comments, and outcomes. All your call data is automatically available within Zendesk, complementing and improving the native reporting systems of the Zendesk dashboards.

Automatic Ticket Creation

When an agent picks up the Aircall phone, a support ticket is automatically created and opens on your screen. This ticket is automatically assigned, letting you take notes during the conversation with your client so you don’t miss out on key information. You can also create personalized ticket assignment rules to select where tickets are automatically assigned to.

Centralized Workspace

Manage all your customer communications in a single location. With the Aircall phone seamlessly integrated into Zendesk, support teams can centralize their workflow into one easy-to-use platform, staying on the Zendesk dashboard and increasing productivity without ever switching screens.

Flexibility

Don't compromise customer experiences, or risk data loss by working remotely on the field. Our iPhone and Android mobile app can be used to keep your Zendesk data up to date, no matter where you are. Make remote work easy and log important information in real-time, even when business takes your support team out of the office.

Maximize productivity with added features

When it comes to delivering great service, we know that time is precious. The Aircall + Zendesk phone integration has lots of time-saving tools for teams including:

-Click-to-call: Effectively alerting your team to incoming calls can be the difference between a great customer experience and a bad one. This feature directly sends alerts to your screen so you can start the conversation instantly, without switching to different tabs.

-Insight Cards: See more context behind every inbound and outbound call with data automatically pulled from your Zendesk CRM into view on your Aircall Phone.

-Call Commenting & Assignment: Assign a call to a teammate along with a tag, note, or comment, and it will be automatically added to their to-do list.

-Call Recording: Calls are automatically recorded and can be used to help confirm details, monitor customer service, and train new members on best practices for your caller’s experiences.

-Interactive Voice Response (IVR): Set up a smart directory that will automatically route an inbound call to the correct team on their first try.

Frequently Asked Questions (FAQ)

What plan types are required for this integration?

This plan is currently available for customers at all levels. For Zendesk Sell users, you will need to be on the professional plan in order to use this integration.

How do I set up my Zendesk phone integration?

More information on setting up your integration can be found here, on in the sidebar under FAQ.