> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Zendesk Voice AI Integration Guide

> Connect DialNexa voice AI with Zendesk to find customers, prevent duplicate tickets, capture support calls, and route work to the right queue.

The **Zendesk voice AI integration** makes phone calls part of the same support history as your other channels. Use it to identify a requester, find related tickets, capture a structured issue, and give the assigned group enough context to act.

<Warning>
  A catalog page describes a possible workflow. It does not confirm that a native Zendesk connector is enabled in your workspace. Check **Integrations** in the DialNexa dashboard first. If Zendesk is not listed, use a custom function, agent webhook, or external automation service.
</Warning>

## When to use the Zendesk voice AI integration

Use Zendesk when:

* Customers switch between phone, email, messaging, and web support.
* The voice agent should find the requester and related open tickets first.
* Ticket forms, groups, brands, or organizations control routing.
* A live agent needs the issue summary and verification status before taking over.

<Tip>
  **Best first workflow:** Search by verified requester identity, update a related open ticket with a private call note, or create a new ticket with the correct form and group when no match exists.
</Tip>

## Before you begin

Prepare the following:

* A published DialNexa agent that has already passed a basic test call.
* Access to the DialNexa workspace **Integrations** page.
* A Zendesk account with permission to read or update the required records.
* One test record that does not affect a live customer.
* A list of actions that can run automatically and actions that require human review.

## Choose how to connect Zendesk

| Connection method                                   | Use it when                                               | Important limit                                                             |
| --------------------------------------------------- | --------------------------------------------------------- | --------------------------------------------------------------------------- |
| Workspace connector                                 | Zendesk appears in your DialNexa **Integrations** page    | Available actions and authentication depend on your workspace               |
| [Custom function](/docs/agent-settings/custom-functions) | The agent needs Zendesk data during the live conversation | Keep the request fast and return only the fields the agent needs            |
| [Agent webhook](/docs/api-access/agent-webhooks)         | Zendesk should receive a result after the call            | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation                                 | The workflow spans Zendesk and several other systems      | Monitor the external workflow separately from the DialNexa call             |

## Build the Zendesk voice AI workflow

1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
2. Choose the connection method from the table above.
3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
5. Store the destination record URL or ID with the call result so your team can trace the handoff.
6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

## Data to map between DialNexa and Zendesk

* Requester, organization, brand, and ticket IDs
* Verified phone number, email, locale, and customer tier when permitted
* Ticket form, type, group, assignee, status, tags, and approved custom fields
* Call ID, verification result, issue summary, impact, and requested next step

## High-value Zendesk voice AI workflows

| Call outcome                     | Zendesk result                                           | Human control                                 |
| -------------------------------- | -------------------------------------------------------- | --------------------------------------------- |
| Caller asks about an open ticket | Read safe status fields and add a private call note      | Never expose internal comments                |
| New issue is reported            | Create a ticket using the right form and group           | Let support staff confirm priority            |
| Caller needs a human             | Transfer or assign with verification and summary context | Preserve your normal queue rules              |
| Caller confirms resolution       | Add the confirmation and suggest a status change         | Require review before closing high-risk cases |

## Verify the Zendesk integration

Run a test call and confirm that:

1. The workflow finds the intended Zendesk record instead of creating a duplicate.
2. Only the approved fields change.
3. The DialNexa call ID is stored for traceability and retry protection.
4. A failed request creates a visible error or human-owned task.
5. The receiving owner can open the Zendesk record and understand the next step without reading the full transcript.

## Troubleshoot Zendesk integration issues

| Problem                               | What to check                                                                                                                                     |
| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Zendesk is not shown in the dashboard | Use a custom function, webhook, or external automation service, or [request the integration](/docs/dashboard-integrations/requesting-new-integrations) |
| Authentication fails                  | Reconnect the account and verify scopes, workspace ownership, and token expiry                                                                    |
| No matching record is found           | Normalize phone numbers and email addresses, then define a clear create-versus-review rule                                                        |
| Duplicate updates appear              | Use the DialNexa call ID as an idempotency key and make retries safe                                                                              |
| The live call becomes slow            | Move nonessential writes to a post-call webhook and keep live lookups small                                                                       |

## Related pages

* [DialNexa integrations overview](/docs/integrations/overview)
* [Connect dashboard integrations](/docs/dashboard-integrations/connecting-integrations)
* [Use integrations in agents](/docs/dashboard-integrations/using-integrations-in-agents)
* [Use integrations in workflows](/docs/dashboard-integrations/using-integrations-in-workflows)
* [Integration workflow tutorials](/docs/tutorials/integration-workflows)