Voice

Integrate other telephony systems

Integrating telephony systems with Talk Partner Edition
Learn some of the suggested tasks a telephony system can perform in Zendesk Support using the API.

Building telephony integration features
Learn how to build common integration features using the Zendesk platform. The platform includes the Talk Partner Edition API to use as a CTI toolkit, and the Zendesk Apps framework to extend the agent interface in Support.

Embedding a softphone in Support
Embedding a web-based softphone directly in the agent interface in Zendesk Support eliminates toggling between screens. Learn how to do this with top bar apps.

Creating and updating tickets

Adding a recording or transcript to an existing ticket
Add a voice recording or transcript to an existing ticket after a call is concluded. The API adds the recording or transcript to the ticket in a new comment.

Saving other data in a ticket
Populate a ticket with other data collected in the IVR, during a call, and after the call ends. You can use the data to support reporting and business flow rules.