IVR Menus

Interactive voice response (IVR) uses keypad tones to route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch the interaction to text. IVR is available on the Talk Professional and Enterprise plans. For more information, see Route incoming calls with IVR in the Zendesk Help Center.

JSON format

IVR Menus are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
default	boolean	true	false	Whether this is the default menu for the IVR
greeting_id	integer	false	false	The ID of the greeting associated with the IVR menu
id	integer	true	false	The IVR menu ID
name	string	false	false	The name of the IVR menu
routes	array	true	false	The list of the IVR menu routes

Example

{
  "default": true,
  "greeting_id": 10001,
  "id": 10001,
  "name": "Main menu",
  "routes": [
    {
      "action": "group",
      "greeting": null,
      "id": 10001,
      "keypress": "0",
      "option_text": "Support Group",
      "options": {
        "group_ids": [
          360001381413
        ]
      }
    }
  ]
}

List IVR Menus

• GET /api/v2/channels/voice/ivr/{ivr_id}/menus

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus.json \
  -v -u {email_address}/token:{api_token} -X GET

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "count": 1,
  "ivr_menus": [
    {
      "default": true,
      "greeting_id": 10001,
      "id": 10001,
      "name": "Main menu",
      "routes": [
        {
          "action": "group",
          "greeting": null,
          "id": 10001,
          "keypress": "0",
          "option_text": "Support Group",
          "options": {
            "group_ids": [
              360001381413
            ]
          }
        }
      ]
    }
  ],
  "next_page": null,
  "previous_page": null
}

Show IVR Menu

• GET /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}.json \
  -v -u {email_address}/token:{api_token} -X GET

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_menu": {
    "default": false,
    "greeting_id": null,
    "id": 10001,
    "name": "Main Menu",
    "routes": [
      {
        "action": "group",
        "greeting": null,
        "id": 10001,
        "keypress": "0",
        "option_text": "Support Group",
        "options": {
          "group_ids": [
            360001381413
          ]
        }
      }
    ]
  }
}

Create IVR Menu

• POST /api/v2/channels/voice/ivr/{ivr_id}/menus

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR

Example body

{
  "ivr_menu": {
    "name": "Main Menu"
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus.json \
  -H "Content-Type: application/json" -d '{"ivr_menu": {"name": "Main Menu"}}' \
  -v -u {email_address}/token:{api_token} -X POST

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus"
	method := "POST"
	payload := strings.NewReader(`{
  "ivr_menu": {
    "name": "Main Menu"
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr_menu\": {
    \"name\": \"Main Menu\"
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("POST", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "ivr_menu": {
    "name": "Main Menu"
  }
});

var config = {
  method: 'POST',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus"

payload = json.loads("""{
  "ivr_menu": {
    "name": "Main Menu"
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"POST",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr_menu": {
    "name": "Main Menu"
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

201 Created

// Status 201 Created

{
  "ivr_menu": {
    "default": false,
    "greeting_id": null,
    "id": 10001,
    "name": "Main Menu",
    "routes": [
      {
        "action": "group",
        "greeting": null,
        "id": 10001,
        "keypress": "0",
        "option_text": "Support Group",
        "options": {
          "group_ids": [
            360001381413
          ]
        }
      }
    ]
  }
}

Update IVR Menu

• PUT /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu

Example body

{
  "ivr_menu": {
    "name": "Main Menu"
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}.json \
  -H "Content-Type: application/json" -d '{"ivr_menu": {"name": "Secondary Menu"}}' \
  -v -u {email_address}/token:{api_token} -X PUT

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"
	method := "PUT"
	payload := strings.NewReader(`{
  "ivr_menu": {
    "name": "Main Menu"
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr_menu\": {
    \"name\": \"Main Menu\"
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "ivr_menu": {
    "name": "Main Menu"
  }
});

var config = {
  method: 'PUT',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"

payload = json.loads("""{
  "ivr_menu": {
    "name": "Main Menu"
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"PUT",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr_menu": {
    "name": "Main Menu"
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_menu": {
    "default": false,
    "greeting_id": null,
    "id": 10001,
    "name": "Main Menu",
    "routes": [
      {
        "action": "group",
        "greeting": null,
        "id": 10001,
        "keypress": "0",
        "option_text": "Support Group",
        "options": {
          "group_ids": [
            360001381413
          ]
        }
      }
    ]
  }
}

Delete IVR Menu

• DELETE /api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}

Allowed For

• Agents

Parameters

Name	Type	In	Required	Description
ivr_id	integer	Path	true	The ID of the IVR
menu_id	integer	Path	true	The ID of the IVR Menu

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}/menus/{menu_id}.json \
  -v -u {email_address}/token:{api_token} -X DELETE

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"
	method := "DELETE"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("DELETE", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'DELETE',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"DELETE",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/ivr/10001/menus/10001")
request = Net::HTTP::Delete.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "ivr_menu": {
    "default": false,
    "greeting_id": null,
    "id": 10001,
    "name": "Main Menu",
    "routes": [
      {
        "action": "group",
        "greeting": null,
        "id": 10001,
        "keypress": "0",
        "option_text": "Support Group",
        "options": {
          "group_ids": [
            360001381413
          ]
        }
      }
    ]
  }
}