Zendesk + 365agents: phone calls become tickets automatically

365agents connects natively to Zendesk via OAuth. Every support call your AI agent handles creates or updates a Zendesk ticket with the full transcript, proper categorization, SLA-appropriate priority, and assignment to the right team — so your support team works from complete context on every follow-up.

What this makes possible

• Ticket creation on every call — even resolved calls create a ticket-of-record
• Customer matching — known numbers tie to the correct Zendesk user or organization
• Category and tag assignment — AI's intent detection maps to your Zendesk fields
• Priority and SLA — VIP callers, urgent issues, and emergency topics get correct priority
• Assignment routing — tickets go to the right group (Billing, Product, Escalations) based on call content
• Transcript as internal note — full call transcript attached as a private note for your team

How a real call flows

• Customer calls with an account issue
• AI handles routine questions from the knowledge base; for complex ones, captures details and escalates
• Zendesk ticket created under the correct customer record
• Tagged with issue type, priority, and AI-handled or AI-escalated
• Assigned to the right team / queue
• Transcript attached; ticket ready for a human if escalation was needed

How to connect

1. Admin dashboard → Integrations → Zendesk
2. "Connect" with your Zendesk subdomain and authorize
3. Map AI intents to ticket fields
4. Configure priority and assignment rules
5. Test with a call

Who this is for

• Customer support teams running on Zendesk
• SaaS companies with tiered support plans
• E-commerce businesses managing returns and order issues
• Any team that needs ticket continuity across voice and other channels

Related

• Intercom + 365agents
• Freshdesk + 365agents
• How does the AI escalate to a human?

Get started

Book a demo — we'll connect Zendesk and map fields during onboarding.