Using data in Support for IVR call routing and other functions

When a caller calls into an IVR system, the system can access Zendesk data then use the information for call routing or other functions based on 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: