AI Voice Agent Zendesk Integration: Calls to Tickets
Wiredesk is an AI agent that answers your support line, website chat, email and WhatsApp from your own content. When a caller or a chat needs a person, it opens a ticket in your Zendesk with its summary of the problem and the full transcript as a private note, tagged wiredesk, and the customer as requester when it has their email address. It connects over OAuth with a client you create in your own Zendesk, so there is no marketplace app to install.
What it does
Every ticket carries the same things: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team. In Zendesk the summary and transcript go in as a private note, so the customer's "we got your request" email doesn't repeat the conversation back to them.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
When the agent has the customer's email address, they become the ticket's requester; if they didn't give a name, they are named after their address, the way an emailed ticket would be.
The same connection can feed the agent's knowledge: Zendesk Guide sync reads your published help centre articles through it and checks for changes every fifteen minutes. Drafts are skipped, and restricted articles too unless you ask for them.
How to connect Zendesk
- In Wiredesk, open the agent's Actions › Connections and click Connect on Zendesk. Copy the redirect URL it shows.
- In Zendesk Admin Center, go to Apps and integrations → APIs → OAuth clients and add one named Wiredesk, of kind Confidential, with that redirect URL.
- Paste your subdomain, the client's identifier and its secret into Wiredesk, click Connect with Zendesk, and approve access on Zendesk as an agent or admin.
- Add a Helpdesk ticket action to the agent and pick Zendesk. It is off until you do.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the ticket with the summary and transcript. The customer sees the ticket number in the chat.
Phone
On a call the number they rang from is enough: an email address is optional, and the ticket carries the caller's number. Without an email address the ticket has no customer requester. To put the caller through to a person instead, live call transfer is its own action.
The customer's address is already known from the thread, so the agent opens the ticket without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the ticket names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the ticket and keeps its number and a link to it; it doesn't read your Zendesk queue, and what your team writes in Zendesk doesn't come back into Wiredesk.
- It opens tickets. It doesn't update, assign or close one afterwards.
- Every ticket is tagged wiredesk, so you can build a view or a routing rule for them.
- If Zendesk turns the ticket down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows Zendesk's reason.
- It uses OAuth only. Zendesk is retiring API tokens, so there is no API-token option.
- This is not Zendesk Messaging. To have the agent answer inside your Zendesk Web Widget and hand chats to Agent Workspace, connect that separately; you can use both.
Set it up
Questions about Wiredesk and Zendesk
Yes. Wiredesk answers the call, works out what the caller needs, and opens a Zendesk ticket with its summary and the full call transcript as a private note. On a call an email address is optional: the caller's number goes in the ticket. The agent reads the ticket number back to the caller.