Zendesk

The Zendesk integration links your phone system to your Zendesk helpdesk. When a call comes in, VoxaLink looks the caller's number up in Zendesk and logs the call onto a ticket for the matching contact. Because Zendesk is a helpdesk, calls land on tickets rather than on a CRM timeline — and VoxaLink will create the contact and the ticket when they don't yet exist.

Two things have to line up for this to work — read Before you connect first.

Before you connect

• A Zendesk account and your Zendesk URL, e.g. https://mycompany.zendesk.com.
• An API token generated in Zendesk, which you'll paste into VoxaLink. Zendesk uses an API token here rather than OAuth, so there's nothing to authorise in a pop-up.
• Phone numbers stored consistently. Matching is exact, so store numbers in Zendesk the same way VoxaLink presents them. Check how a number appears in Call Analytics (Call Analytics) and store Zendesk records the same way; a format mismatch is the usual reason a call doesn't match an existing contact.
• Each person's email in VoxaLink must match their email in Zendesk. The call is attributed to the Zendesk user whose email matches the answering extension — if the addresses differ, the call logs against the wrong account. Set the extension's email under Directory → the person → Email (Directory).

Connect Zendesk in VoxaLink

1. Open Admin → CRM Integrations and find Zendesk.
2. Click Configure. In the dialog:
   • Apply to — All accounts (tenant-wide), or a single permission group to pilot it with one team first.
   • Zendesk URL — enter your account's URL, e.g. https://mycompany.zendesk.com.
   • API token — paste the token you generated in Zendesk.
3. Click Save.

Matching and logging start on the next call.

What happens on a call

On an inbound call, VoxaLink searches Zendesk for the caller's number and then takes one of three paths:

• Contact exists and already has a ticket — the call is logged as a comment on that contact's most recent ticket.
• Contact exists but has no ticket — VoxaLink creates a new ticket for them and logs the call onto it.
• Number is unknown — VoxaLink creates a contact, then a ticket, then logs the call onto it.

The result is that every inbound call is captured against a contact and ticket, even for first-time callers.

Troubleshooting

• The call lands on the wrong contact, or a duplicate contact is created — almost always a number-format mismatch. Compare the number in Call Analytics (Call Analytics) with how it's stored in Zendesk; they must be identical.
• Call logged against the wrong (or no) agent — the extension's VoxaLink email doesn't match a Zendesk user's email. Align them under Directory (Directory).
• Nothing logs at all — check the Zendesk URL and API token in Configure; a revoked or mistyped token stops logging.