Zendesk

Overview

Connect your voice agent with Zendesk to automate customer support workflows during phone interactions. Agents can create tickets, update support cases, and log support activity in real time.

How it works

A Telnyx Voice AI agent can capture support requests during a conversation and interact with Zendesk through API tool calls. The agent can create new tickets, retrieve existing cases, or update support records, enabling customer support workflows to start directly from voice interactions.

Capabilities

The Zendesk integration supports the following operations across core objects:

Tickets

create_ticket

get_ticket

update_ticket

list_ticket

search_ticket

Users

create_user

get_user

update_user

list_user

Organizations

create_organization

get_organization

update_organization

Comments

create_comment

get_comment

list_comment

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About Zendesk

Zendesk is a leading customer service and engagement platform that helps organizations manage support tickets, live chat, email, and voice channels from a single unified workspace. Serving over 100,000 businesses, Zendesk provides tools for ticketing, help centers, knowledge management, and customer relationship management.

What moves between the agent and Zendesk

A Telnyx voice AI agent can read, create, update, and search across Zendesk tickets, users, and organizations during a phone call. When a customer calls in, the agent can look up the caller's user profile, review their recent tickets, and check the status of open requests to provide immediate context-aware responses.

The agent can create new tickets with details captured during the conversation - subject, description, priority, and tags - and assign them to the right group or agent. It can update existing tickets with new comments, change ticket status, and add private notes for the support team.

The agent can also search the Zendesk help center for relevant articles and read solutions to callers, reducing the need for human agent escalation. For ticket management, it can list tickets by status or requester, merge duplicate tickets, and escalate priority based on the caller's urgency - keeping the support queue current with every call.

COMPOSITION

Pick the job. The primitives light up.

Four Zendesk assistants. Pick one and the blocks it runs on light up, and the create call attaches Zendesk in the same request, the meter prices it. Or click any single block: every primitive sells alone.

CHOOSE BY USE CASE OR PRODUCT

CommsSIP Trunking
CommsGlobal numbers
AIVoice AI Agents
AIText-to-Speech
AISpeech-to-Text
EdgeInference

RESULTS

cURL

# automated ticket creation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "zendesk-ticket-creation",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the caller to describe their issue, summarize it, set the priority, and create a new ticket in Zendesk.",    "integrations": [      { "integration_id": "zendesk" }    ]  }'# 6 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

Automated Ticket Creation

Primitives composed: 6 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

SELECT USE CASE

OR SELECT PRODUCT

RESULTS

cURL

# automated ticket creation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "zendesk-ticket-creation",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the caller to describe their issue, summarize it, set the priority, and create a new ticket in Zendesk.",    "integrations": [      { "integration_id": "zendesk" }    ]  }'# 6 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

Automated Ticket Creation

Primitives composed: 6 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

RESULTS

cURL

# automated ticket creation — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "zendesk-ticket-creation",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call, ask the caller to describe their issue, summarize it, set the priority, and create a new ticket in Zendesk.",    "integrations": [      { "integration_id": "zendesk" }    ]  }'# 6 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

Automated Ticket Creation

Primitives composed: 6 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

One request. Tools attached. You pay the minute, not the connector.

THE TELNYX PLATFORM

Powered by the Telnyx platform

Every Telnyx integration runs on the same infrastructure: voice AI agents for conversation, inference for reasoning, SIP trunking for transport, STT and TTS for understanding and speech, and phone numbers for provisioning.

Voice AI Agents

Handle support calls and interact with Zendesk - creating tickets, reading help articles, and updating statuses during natural conversations.

Learn more

Inference

Reason over ticket context so the agent can determine whether to resolve with a knowledge article or escalate to a human agent.

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SIP Trunking

Carry every support call over Telnyx SIP trunks with carrier-grade reliability and global reach.

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Speech-to-Text

Transcribe customer calls in real time so the agent can capture accurate ticket descriptions and internal notes.

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Text-to-Speech

Read back ticket numbers, status updates, and knowledge base solutions in a clear, natural voice.

Learn more

Phone Numbers

Provision local and toll-free support numbers in minutes, giving customers a direct line to your Zendesk-connected agent.

Learn more

Ready to build with Telnyx?

Start building Talk to sales

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Zendesk

Overview

How it works

Capabilities

About Zendesk

What moves between the agent and Zendesk

Powered by the Telnyx platform

Voice AI Agents

Inference

SIP Trunking

Speech-to-Text

Text-to-Speech

Phone Numbers

Ready to build with Telnyx?

MORE INTEGRATIONS

Airtable

Asana

Calendly

Confluence

Figma

Github

Gong

Greenhouse

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