IVRs

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 are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
id	integer	true	false	The IVR ID
menus	array	false	false	The list of the IVR menus
name	string	false	false	The name of the IVR
phone_number_ids	array	false	false	The list of IDs of all the phone numbers configured with this IVR
phone_number_names	array	true	false	The list of the names of all the phone numbers configured with this IVR

Example

{
  "id": 10001,
  "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": [
              10001
            ]
          }
        }
      ]
    }
  ],
  "name": "IVR menus",
  "phone_number_ids": [
    1
  ],
  "phone_number_names": [
    "Main menu"
  ]
}

List IVRs

• GET /api/v2/channels/voice/ivr

Allowed For

• Agents

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.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"
	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")
		.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',
  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"
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")
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,
  "ivrs": [
    {
      "id": 10001,
      "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": [
                  10001
                ]
              }
            }
          ]
        }
      ],
      "name": "IVR Menu",
      "phone_number_ids": [],
      "phone_number_names": []
    }
  ],
  "next_page": null,
  "previous_page": null
}

Show IVR

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

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}.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"
	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")
		.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',
  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"
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")
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": {
    "id": 10001,
    "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": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Create IVR

• POST /api/v2/channels/voice/ivr

Allowed For

• Agents

Example body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR 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"
	method := "POST"
	payload := strings.NewReader(`{
  "ivr": {
    "name": "IVR 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")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr\": {
    \"name\": \"IVR 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": {
    "name": "IVR Menu"
  }
});

var config = {
  method: 'POST',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr',
  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"

payload = json.loads("""{
  "ivr": {
    "name": "IVR 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")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr": {
    "name": "IVR 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": {
    "id": 10001,
    "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": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Update IVR

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

Allowed For

• Agents

Parameters

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

Example body

{
  "ivr": {
    "name": "IVR Menu"
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -H "Content-Type: application/json" -d '{"ivr": {"name": "IVR 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"
	method := "PUT"
	payload := strings.NewReader(`{
  "ivr": {
    "name": "IVR 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")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"ivr\": {
    \"name\": \"IVR 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": {
    "name": "IVR Menu"
  }
});

var config = {
  method: 'PUT',
  url: 'https://support.zendesk.com/api/v2/channels/voice/ivr/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"

payload = json.loads("""{
  "ivr": {
    "name": "IVR 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")
request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")
request.body = %q({
  "ivr": {
    "name": "IVR 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": {
    "id": 10001,
    "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": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}

Delete IVR

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

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}.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"
	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")
		.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',
  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"
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")
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": {
    "id": 10001,
    "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": [
                10001
              ]
            }
          }
        ]
      }
    ],
    "name": "IVR Menu",
    "phone_number_ids": [
      6
    ],
    "phone_number_names": [
      "Awesome Support Line"
    ]
  }
}