Aircall + Zendesk
Connect Aircall and Zendesk for Support That Actually Keeps Up
Automatically sync call activity, voicemails, and contact data between Aircall and Zendesk so nothing slips past your team.
Why integrate Aircall and Zendesk?
Aircall handles cloud-based calling and SMS. Zendesk centralizes tickets, conversations, and customer history. Used separately, they work fine. Connected, they're a different story — every inbound call, missed call, or voicemail in Aircall can instantly create or update a Zendesk ticket, giving agents full context without manual data entry. The result is a real-time support setup that cuts response times and closes the gap between voice and digital channels.
Automate & integrate Aircall & Zendesk
Use case
Auto-Create Zendesk Tickets from Inbound Aircall Calls
Every time a customer calls your support line through Aircall, tray.ai automatically creates a Zendesk ticket with the caller's phone number, call duration, assigned agent, and any tags applied during the call. Agents don't need to open Zendesk after each call, and no interaction goes unlogged. Where a matching Zendesk contact exists, the ticket is linked to it. Where one doesn't, a new contact record is created on the spot.
Use case
Log Missed Calls and Voicemails as High-Priority Zendesk Tickets
When a customer call goes unanswered or a voicemail is left in Aircall, tray.ai immediately creates a Zendesk ticket flagged with a custom priority or tag. Missed interactions don't get lost in the queue. Voicemail transcripts and audio links are attached directly to the ticket so agents have what they need before calling back. SLA timers start the moment the ticket is created.
Use case
Sync Zendesk Contact Data Back to Aircall on Outbound Calls
When an agent starts an outbound call in Aircall, tray.ai pulls the customer's Zendesk record and surfaces relevant ticket history, open issues, and contact notes directly in the agent's workflow. Agents are briefed before the call connects, which means less time asking customers to repeat themselves. Any updates made in Zendesk during or after the call are reflected back in Aircall contact records automatically.
Use case
Escalate Calls to Zendesk Tickets Based on Call Outcome Tags
Aircall lets agents tag calls with outcomes like 'escalate,' 'complaint,' or 'refund requested' during or after a call. With tray.ai, those tags automatically trigger targeted workflows in Zendesk — escalating to a senior agent group, applying macros, or notifying a team lead via Slack. No one has to remember to escalate manually after the call ends.
Use case
Update Zendesk Ticket Status When a Call is Completed
Once a call wraps up in Aircall, tray.ai can automatically update the associated Zendesk ticket status — moving it from 'open' to 'pending' or 'solved' based on configurable rules tied to call outcome, duration, or agent input. Agents don't need to switch tabs and update records after every call. Managers get a live queue view that reflects what's actually happening in customer conversations.
Use case
Generate CSAT Surveys in Zendesk After Aircall Interactions
After a support call ends in Aircall, tray.ai can trigger a Zendesk CSAT survey sent to the customer by email, with the feedback linked directly to the relevant ticket and agent. Voice interactions that would otherwise never feed into satisfaction scoring now do. Results are attached to the originating ticket for easy review during agent coaching.
Use case
Route Zendesk Tickets to Specific Aircall Teams Based on Issue Type
When a Zendesk ticket comes in through a web form or chat and needs a phone follow-up, tray.ai evaluates the ticket's category, priority, or tags and automatically notifies the right Aircall team or agent. Digital support and live voice follow-up stay connected. No manual triage, no ticket reassignment.
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Aircall & Zendesk Challenges
What challenges are there when working with Aircall & Zendesk and how will using Tray.ai help?
Challenge
Matching Callers in Aircall to Existing Zendesk Contacts
Phone numbers in Aircall aren't always formatted the same way they're stored in Zendesk, which causes failed lookups and duplicate contact records during automated syncs. International formats, extensions, and inconsistent data entry make this worse at scale.
How Tray.ai Can Help:
tray.ai includes data transformation utilities that normalize phone number formats before running Zendesk lookups. Custom logic steps let teams define fallback matching strategies — searching by caller name or email, for example — when a phone number match fails, which cuts duplicate contact creation significantly.
Challenge
Handling High Call Volumes Without Overwhelming the Zendesk Queue
In busy contact centers, mapping every Aircall call to a new Zendesk ticket can flood the queue with low-priority or short-duration calls that don't actually need follow-up. That makes it harder for agents to spot the tickets that matter.
How Tray.ai Can Help:
tray.ai's conditional logic and branching let teams set filtering rules — only creating Zendesk tickets for calls over a certain duration, calls with specific tags, or missed calls. The queue stays focused on interactions that actually need attention.
Challenge
Keeping Zendesk Ticket State in Sync with Aircall Call Outcomes in Real Time
Call outcomes in Aircall and ticket statuses in Zendesk fall out of sync when agents update one platform but not the other, or when timing delays cause events to process out of order. The result is stale ticket data and inaccurate reporting on resolution rates.
How Tray.ai Can Help:
tray.ai uses event-driven triggers and webhook-based integrations to process Aircall and Zendesk events in near real time. Built-in error handling, retry logic, and execution logging catch failed syncs and reprocess them, keeping data consistent across both platforms even during high-traffic periods.
Challenge
Associating Calls with the Correct Zendesk Ticket When Multiple Are Open
A single Zendesk contact can have multiple open tickets at once, which makes it unclear which one a new Aircall interaction belongs to. Without clear rules, automated workflows can link call data to the wrong ticket and corrupt the case history.
How Tray.ai Can Help:
tray.ai lets teams build custom resolution logic into their workflows — prioritizing the most recently updated open ticket, matching on specific tags, or sending agents a Slack message to confirm the correct ticket ID before the call log is written. That flexibility prevents misassociation without requiring manual cleanup after every call.
Challenge
Managing Authentication and API Rate Limits Across Both Platforms
Keeping OAuth connections stable and staying within API rate limits for both Aircall and Zendesk at the same time is a real operational headache, especially as workflow volume grows. Breached rate limits can cause data loss if retries aren't handled properly.
How Tray.ai Can Help:
tray.ai handles OAuth token refresh automatically for both Aircall and Zendesk, so credential expiry isn't a failure point. The platform's built-in rate limit awareness and configurable retry policies queue and retry API calls intelligently, preventing data loss during peak usage without any manual intervention from your team.
Start using our pre-built Aircall & Zendesk templates today
Start from scratch or use one of our pre-built Aircall & Zendesk templates to quickly solve your most common use cases.
Aircall & Zendesk Templates
Find pre-built Aircall & Zendesk solutions for common use cases
Template
Create Zendesk Ticket on Every Inbound Aircall Call
This template listens for completed inbound calls in Aircall and automatically creates a new Zendesk ticket with caller details, agent name, call duration, and a link to the call recording. It checks Zendesk for an existing contact matching the phone number before creating a ticket, and associates the ticket with that contact if one is found.
Steps:
- Trigger: Aircall webhook fires when an inbound call is completed
- Lookup: Search Zendesk for an existing user matching the caller's phone number
- Branch: If user found, associate ticket with existing contact; if not, create a new Zendesk user first
- Action: Create a Zendesk ticket with call metadata including duration, agent, recording URL, and call tags
- Update: Set ticket priority and tags based on Aircall call outcome
Connectors Used: Aircall, Zendesk
Template
Log Missed Calls and Voicemails as Zendesk Tickets
Monitors Aircall for missed calls and new voicemails, then automatically generates a Zendesk ticket for each event. Voicemail transcripts are pulled from Aircall and added as an internal note on the ticket so agents have full context before calling back.
Steps:
- Trigger: Aircall webhook detects a missed call or new voicemail event
- Action: Fetch voicemail transcript and recording URL from Aircall API
- Lookup: Search Zendesk for an existing contact linked to the caller's phone number
- Action: Create a Zendesk ticket tagged as 'missed-call' or 'voicemail' with high priority
- Action: Add voicemail transcript as an internal note on the newly created ticket
Connectors Used: Aircall, Zendesk
Template
Update Zendesk Ticket Status After Aircall Call Completion
When a call is marked complete in Aircall with a specified outcome tag, this template updates the linked Zendesk ticket status and optionally assigns it to a new agent group for follow-up. Configurable rules let teams map each Aircall tag to a different Zendesk workflow action.
Steps:
- Trigger: Aircall webhook fires on call completion with tags present
- Logic: Evaluate call outcome tag against a configurable mapping table
- Lookup: Find the associated Zendesk ticket by searching caller phone number or ticket ID stored in Aircall notes
- Action: Update Zendesk ticket status, assignee group, or priority based on the tag mapping
- Optional: Post an internal comment to the ticket summarizing the call outcome
Connectors Used: Aircall, Zendesk
Template
Send Zendesk CSAT Survey After Aircall Support Call
Automatically triggers a Zendesk satisfaction survey after an Aircall support call is completed, so voice interactions contribute to overall CSAT metrics. Survey results are linked to the originating ticket and the handling agent.
Steps:
- Trigger: Aircall webhook fires when a support call ends and is tagged as resolved
- Lookup: Retrieve the customer's email address from Zendesk using the caller phone number
- Action: Identify or create the Zendesk ticket associated with the call
- Action: Trigger Zendesk CSAT survey delivery to the customer's email address
- Action: Tag the Zendesk ticket to indicate a satisfaction survey has been sent
Connectors Used: Aircall, Zendesk
Template
Enrich Aircall Contacts with Zendesk Ticket History
Keeps Aircall contact records current with the latest ticket information from Zendesk, so agents can see open issues and recent support history directly in Aircall before placing or receiving a call.
Steps:
- Trigger: Scheduled tray.ai workflow runs on a defined interval (e.g., every 30 minutes)
- Action: Fetch recently updated Zendesk tickets from the last sync window
- Lookup: Match each ticket's requester phone number or email to an Aircall contact
- Action: Update the Aircall contact's custom fields with ticket count, last ticket subject, and open issue flag
- Log: Record sync results for audit and troubleshooting purposes
Connectors Used: Aircall, Zendesk
Template
Route Zendesk Callback Tickets to the Right Aircall Team
When a Zendesk ticket is tagged for phone follow-up, this template evaluates the ticket's category and automatically notifies the appropriate Aircall team or agent, creating a task with the customer's phone number and relevant context for a fast, informed callback.
Steps:
- Trigger: Zendesk webhook fires when a ticket is tagged with 'callback-required'
- Logic: Evaluate ticket category, priority, and language to determine the correct Aircall team
- Action: Retrieve the requester's phone number from the Zendesk user profile
- Action: Create an Aircall task or send an in-app notification to the selected team with customer context
- Action: Update the Zendesk ticket with a note confirming callback task creation and target agent group
Connectors Used: Zendesk, Aircall