Connect Zendesk with Topcalls AI voice agents
13 actions · 8 triggers · Last verified July 1, 2026
The short answer
Zendesk is the customer service software behind millions of support tickets. Connected to Topcalls, an AI voice agent can open a Zendesk ticket from an inbound call, add a public or private comment, tag the ticket by call outcome, and dial the customer back the moment a new ticket lands in a monitored view.
What you can automate with Zendesk
Open a Zendesk ticket from an inbound call
When a customer calls with a fresh support issue, Topcalls uses Create Ticket to open a Zendesk ticket with subject, description, requester, priority, and tags captured during the conversation. The AI voice agent writes the description in the customer's own language across 36+ supported voices.
Comment on the ticket with a call summary
The Add Comment to Ticket action posts a public or private comment on the matching Zendesk ticket the moment a Topcalls voice call ends. The AI voice agent writes a clear recap and marks it private when the note is meant for the agent team only.
Trigger an outbound callback from a ticket view
The New ticket in view trigger fires whenever a fresh Zendesk ticket lands in a monitored view such as VIP or High Priority. Topcalls dials the requester at $0.35 per minute, opens with the ticket summary, and posts the call outcome back on the same ticket.
Create the customer record before creating the ticket
For a first-time caller who has no Zendesk profile yet, Topcalls runs Create User to add them to the account, then Create Ticket to open their first ticket. The AI voice agent captures name, email, and organization on the phone so the profile is complete from day one.
Tag every ticket by call sentiment
The Add Tag to Ticket action attaches one or more tags to a Zendesk ticket, such as `angry`, `refund-requested`, or `retention-save`. Topcalls maps the AI voice agent's sentiment analysis to the right tag so support leaders can slice ticket volumes by real call sentiment.
Zendesk actions
What your AI voice agent can do in Zendesk during and after a call.
Add Comment to Ticket
Append a public/private comment to a ticket.
Add Tag to Ticket
Apply one or more tags to a ticket.
Create Organization
Create a new organization record.
Create Ticket
Create a new ticket in Zendesk.
Create User
Add a new user to the Zendesk instance.
Delete User
Remove a user and associated records from the account.
Find Organization(s)
Search organizations by name, domain, external ID, or other criteria.
Find Ticket(s)
Search tickets by ID, field, or content.
Find User(s)
Search users by email, name, role, or other criteria.
Update Organization
Update existing organization fields.
Update Ticket
Modify ticket fields or status via API call.
Update User
Update existing user fields.
Custom API Call
Call any Zendesk REST API endpoint directly from your workflow.
Zendesk triggers
Events in Zendesk that can start a Topcalls call automatically.
New Action on Ticket
Fires when the specified ticket updates. Requires a Zendesk Trigger with Notify active webhook.
New Organization
Fires when a new organization record is created. Uses Zendesk event webhook (no Trigger needed).
New Suspended Ticket
Fires when a ticket is suspended. Requires a Zendesk Trigger with Notify active webhook. Suspended tickets auto-delete after 14 days.
New ticket in view
Triggers when a new ticket is created in a view
New Ticket
Fires when a new ticket is created (optionally filtered by organization). Requires a Zendesk Trigger with Notify active webhook.
New User
Fires when a new user is created. Uses Zendesk event webhook (no Trigger needed).
Tag Added to Ticket
Fires when a ticket update includes the specified tag. Requires a Zendesk Trigger with Notify active webhook.
Updated Ticket
Fires when an existing ticket is updated. Requires a Zendesk Trigger with Notify active webhook.
Frequently asked questions
Can Topcalls create Zendesk tickets from a voice call?
Yes. Create Ticket opens a Zendesk ticket in one API call, with subject, description, requester ID, priority, and tags built from the conversation. Topcalls writes the description in the caller's own language and can attach a link to the recording if your workspace allows it.
Does Topcalls add comments to Zendesk tickets?
Yes. Add Comment to Ticket posts a public or private comment on any ticket. Topcalls uses it to log call summaries and next steps immediately after a call ends, and picks private mode when the note is meant for the agent team only.
Can a new Zendesk ticket trigger a Topcalls call?
Yes. The New Ticket and New ticket in view triggers surface fresh tickets to Topcalls. The AI voice agent dials the requester at $0.35 per minute, opens with a script built from the ticket subject, and posts the outcome back on the ticket.
Does Topcalls create Zendesk users for first-time callers?
Yes. Create User adds a new Zendesk user with name, email, phone, and organization captured on the call. Topcalls then links any fresh ticket to that user, so the customer's account, contact history, and organization are complete from the first inbound conversation onward.
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