# Aircall + Zendesk integration > Automatically sync call activity, voicemails, and contact data between Aircall and Zendesk so nothing slips past your team. **Canonical page:** https://tray.ai/connectors/aircall-zendesk-integrations/ **Aircall connector:** https://tray.ai/connectors/aircall-integrations/ **Aircall documentation:** https://tray.ai/documentation/connectors/service/aircall **Zendesk connector:** https://tray.ai/connectors/zendesk-integrations/ **Zendesk documentation:** https://tray.ai/documentation/connectors/service/zendesk ## Overview 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. Support teams running Aircall and Zendesk as separate tools fight the same battles every day: manual call logging, ticket creation after every phone interaction, and contact records that never quite match across platforms. It slows resolution times and introduces the kind of human error that's hard to catch until a customer complains. Connecting Aircall to Zendesk through tray.ai means every call event triggers the right action automatically — tickets get created, updated, or escalated; contacts pick up call history; and supervisors can finally see voice and ticket data in one place. Your team spends less time on admin and more time actually helping customers. ## Use cases ### 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. - Zero manual ticket creation after every call, saving agents 3–5 minutes per interaction - Consistent ticket data with no risk of agents forgetting to log calls - Full call history linked directly to the customer's Zendesk profile for faster future resolution ### 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. - Missed calls and voicemails always get a ticket and a follow-up - Voicemail transcripts attached to tickets cut callback prep time - SLA compliance holds even for voice interactions that aren't answered live ### 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. - Agents enter every outbound call with full customer context from Zendesk - No more duplicate contact management across Aircall and Zendesk - Customers get faster, more informed support without repeating their history ### 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. - Escalations fire automatically the moment an agent applies the right call tag - High-priority issues don't get handled at the wrong support tier - Custom routing rules in Zendesk can be driven entirely by Aircall call outcome data ### 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. - Ticket status in Zendesk always reflects the current state of voice interactions - Agents skip the post-call tab-switching between Aircall and Zendesk - Queue accuracy improves, giving supervisors a clearer picture ### 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. - Voice interactions show up in CSAT reporting alongside digital channels - Survey delivery is fully automated with no agent action needed post-call - CSAT data tied to specific calls and agents makes coaching more targeted ### 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. - Customers get called back by the team best suited to their issue - Manual triage disappears when digital tickets require voice follow-up - Time-to-callback drops because human handoff steps are removed from the routing process ## Templates ### 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. Connectors used: Aircall, Zendesk ### 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. Connectors used: Aircall, Zendesk ### 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. Connectors used: Aircall, Zendesk ### 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. Connectors used: Aircall, Zendesk ### 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. Connectors used: Aircall, Zendesk ### 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. Connectors used: Zendesk, Aircall ## Challenges Tray.ai solves ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ### 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 helps:** 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. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/