An agent that works in your Zendesk
Ipster recognises the caller in Zendesk, sees which tickets are open and records the call in a ticket afterwards. Your colleagues find the summary and the tags in Zendesk, without typing anything up.
Ipster and Zendesk, directly connected
The actions the agent performs in Zendesk
You choose which actions the agent may use. This works for phone and for chat.
Recognise the caller
At the start of the call the agent looks up the caller in Zendesk by phone number. It receives name, organisation and details for a personal greeting.
Check open tickets
The agent fetches the customer's open tickets, so it knows what the call is about and does not create a duplicate ticket.
Review the ticket history
Earlier tickets from the customer give context, for example with someone who calls more often or before a transfer.
Create a ticket
After the call a ticket is created with a summary, tags and, if you wish, the transcript. Also automatically after every call, if you switch that on.
Update a ticket
If the customer calls about something that is already open, the agent adds a comment to that ticket. If you wish, it also changes the status or the tags.
Check availability
Before transferring, the agent checks in Zendesk Talk whether a colleague is online, so the caller does not end up at an empty line.
From call to ticket, without manual work
- 1
Your customer calls
Ipster answers and looks up the caller in Zendesk straight away.
- 2
The agent helps
It answers the question and knows who it is talking to and which tickets are open.
- 3
A colleague joins
If a transfer is needed, the agent first checks in Zendesk Talk whether someone is available.
- 4
The ticket is ready
A new ticket or an update to the open ticket, with a summary and tags.
Ticket in Zendesk
Ticket · By Ipster
Call summary
Tags · By Ipster
Subject and outcome
Call details · By Ipster
Time and call duration
You stay in control
Choose the actions
Switch each action on or off, from recognising the caller to updating a ticket.
Decide what happens to the ticket
For known and unknown callers, choose whether a ticket is created and which details from the call analysis go into it. You also set the subject and the tags.
Set up availability
Link your colleagues' names to their Zendesk ID, and the agent checks whether someone is available before transferring.
Connected in three steps
Connect Zendesk
Enter your Zendesk subdomain and click "Connect with Zendesk". You log in and give permission, so there is no password or token to paste.
Choose the actions
Decide what the agent may do and tell it in the prompt when to use it.
Set up the tickets
Choose what happens to the ticket after the call for known and unknown callers, and which details and tags go into it.
For the connection you need the part of your Zendesk address before zendesk.com.
Ipster also works with
Frequently asked questions
About the Zendesk integration
Let your agent work in your Zendesk
Book a demo and see how Ipster recognises the caller, checks tickets and records the call in Zendesk.
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