Using data in Support for IVR call routing and other functions

When a caller calls into an IVR system, the system can retrieve data from Zendesk and then use this information for call routing or other operations based on established business rules.

For example, assume a customer calls the mobile tech support line. The IVR system can use the Zendesk API to look up the caller, add a “mobile app” tag to a ticket, and assign the ticket to a group of specialized agents in Support.

To learn more, see:

• Search in the API documentation and Zendesk Support search reference in Zendesk help

• Users

• Tickets

• Tags

• Retrieving the Zendesk user id of a caller

• Displaying the caller's new ticket in Support

• Displaying a caller's existing ticket in Support