The Aircall-Zendesk integration has a lot to offer by centralizing all your phone operations into one user interface. Thankfully, getting setup on the system is a breeze and only takes a few minutes.

Before you start, make sure that you have admin rights in both Aircall and Zendesk, and that all the Aircall users are using the same email address for both accounts. From there, go ahead and download the Aircall widget on the Zendesk marketplace, and you’ll be all ready to get set up. Please note you will need Talk - Partner Edition seats in Zendesk for each agent that will be using the Aircall integration.

Setting Up:

  • Log in to your Aircall Dashboard and select Integrations on the left sidebar menu
  • Click on Add an integration, select Zendesk and click on Add this integration <insert img>
  • Now select the numbers you want to be linked into your integration
  • When prompted, enter your Zendesk subdomain in this format: https://{yoursubdomain}.zendesk.com
  • Click “Next” and a form will pop up to fill in with your information
  • Paste it into the Aircall form & click Save

⚠️ IMPORTANT: Make sure you create a Zendesk token in order to allow 2-factor authentication. Simply follow these steps and click the ‘+’ sign next to the Active API tokens in Zendesk.

Great, you’re almost there and your integration is active. Now let’s get it to work the way you want:


Settings

Click the settings button to get to the settings page. From here you can:

  1. Pick the Aircall numbers that you want to link to your Zendesk integration
  2. Choose the kind of ticket to be created for each type of call
  3. Assign missed call tickets to a user or group for follow-up


General Settings

If you scroll to the bottom of the page you will find the general settings section. From here you can:

  1. Select if you want to create tickets outside of your business hours
  2. Select if you want to use an existing ticket or create a new one when getting a call from a person who has called before
  3. Select if you want the caller’s history to auto-display before picking up a call
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And, that's it! You're all set and ready to get the most out of your Aircall-Zendesk integration. 🎉

(Please note that you are able to set up as many Zendesk integrations as wanted or needed to set up specific rules for different numbers and situations!)

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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