IVRs

Interactive voice response (IVR) uses keypad tones or speech recognition 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 Talk 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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr.json \
  -v -u {email_address}:{password} -X GET
Example Response
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
}

Create IVR

  • POST /api/v2/channels/voice/ivr
Allowed For
  • Agents
Example Body
{
  "ivr": {
    "name": "IVR Menu"
  }
}
Using 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}:{password} -X POST
Example Response
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"
    ]
  }
}

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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -v -u {email_address}:{password} -X GET
Example Response
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"
    ]
  }
}

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"
  }
}
Using 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}:{password} -X PUT
Example Response
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
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/ivr/{ivr_id}.json \
  -v -u {email_address}:{password} -X DELETE
Example Response
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"
    ]
  }
}