Integrating telephony systems with Talk Partner Edition

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Zendesk Talk is designed to meet many of your voice communications needs and we have a range of plans for differing company needs. More details on these may be found at

We recognize that many of our customers may have an existing telephony system or wish to use other telephony systems. With our Zendesk Talk Partner Edition API, you can integrate third-party telephony systems with Zendesk Support.

A telephony event triggers one or more actions in Zendesk Support. For example, when an agent answers a call, the telephony system can create and display a ticket in Zendesk Support. Additionally, you can use the Zendesk Apps framework to display call controls in the Zendesk Support interface for a more consistent agent experience.

Here are some of the tasks a telephony system can perform in Support using Zendesk's API:

  • Identify a user based on a phone number
  • Create a user if the number is not recognized
  • Identify an agent based on the phone device
  • Read and modify the unified agent state, preventing calls to be served to agents that are not available
  • Create a ticket and display it to an agent (Talk Partner Edition only)
  • Create a voicemail ticket (Talk Partner Edition only)
  • Open an existing ticket for an agent (Talk Partner Edition only)
  • Create a user’s profile to an agent (Talk Partner Edition only)
  • Create a call object in Zendesk, where standard call data can be saved, read, and updated (Talk Partner Edition only)
  • Create a voice comment in a ticket to display the recording and transcript of the call and other data (Talk Partner Edition only)
  • Allow agents to initiate outbound calls by clicking a phone number in a ticket or in a user profile in Zendesk Support (Talk Partner Edition only)

For more information, the Talk Partner Edition API Reference documentation.