Smart iFrame vs CloudTalk for Support

Smart iFrame lets you embed useful tools for your support representatives directly into the Zendesk Agent Workspace. Getting Started Specify the URL of the website to embed, such as https://mysite.com/ticket/{{ticket.id}} Specify what height you want the embedded window to be (if not specified will default to 300px) The next time you open up a ticket, you'll have access to the Smart iFrame app with an embedded iFrame. You can use Zendesk's workspace builder to place this app wherever you like! NOTE: Not all websites allow themselves to be loaded within an iFrame. If the site is not loading in Smart iFrame, contact the site administrator or 3rd party provider to discuss. See our documentation for more info. Dynamic URLs with Template Variables Use {{double braces}} to embed Zendesk data directly in your URL. The app fetches the value at runtime and substitutes it before loading the iframe — including custom fields and identity fields. Example: https://mysite.com/lookup?ticket={{ticket.id}}&email={{ticket.requester.email}}&phone={{ticket.requester.$phone-us}} Template Variable Reference Ticket {{ticket.id}} - Zendesk ticket ID {{ticket.subject}} - Ticket subject {{ticket.status}} - Ticket status {{ticket.priority}} - Ticket priority {{ticket.brand.id}} - Brand ID {{ticket.form.id}} - Ticket form ID {{ticket.customField:custom_field_ }} - Custom field value (replace with the numeric field ID) Requester (End-User) {{ticket.requester.id}} - Requester Zendesk user ID {{ticket.requester.email}} - Requester email address {{ticket.requester.externalId}} - Requester external ID {{ticket.requester.$phone}} - Requester phone number {{ticket.requester.$phone-us}} - Requester phone, US format (digits only) {{ticket.requester.$twitter}} - Requester Twitter/X handle {{ticket.requester.$facebook}} - Requester Facebook identity {{ticket.requester.$google}} - Requester Google identity Assignee (Agent) {{ticket.assignee.user.id}} - Assignee user ID {{ticket.assignee.user.email}} - Assignee email address {{ticket.assignee.group.id}} - Assigned group ID Current User (Agent Viewing the Ticket) {{currentUser.id}} - Current agent user ID {{currentUser.email}} - Current agent email address Legacy Variables (backwards compatible — still work unchanged) {ticket_id}, {requester_id}, {requester_email}, {requester_external_id}, {assignee_id}, {assignee_email}, {current_user_id}, {current_user_email} Learn More Documentation | Data & Privacy Policy | Questions? Email [email protected]

CloudTalk for Support This extension is available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition. Learn more here. Why Choose CloudTalk + Zendesk? Connect with customers effortlessly. CloudTalk’s integration with Zendesk helps support teams deliver more personal calls. With 160+ international numbers and 70+ advanced features—including call flow designer, workflow automation, and real-time data sync—your teams stay focused on customers, not admin tasks. Every inbound call, outbound call, missed call, voicemail, and SMS is automatically logged as a structured Zendesk ticket — with call direction, duration, agent name, recording link, and AI-generated insights included. No manual entry. No missed interactions. Click-to-Call from Any Ticket or Contact With the CloudTalk CTI installed, agents call customers in one click from any Zendesk ticket or contact profile. When an inbound call arrives, the CTI automatically opens the matching Zendesk contact and their most recent ticket history — so agents know who's calling before they pick up. AI Insights in Every Zendesk Ticket When Conversation Intelligence is enabled, CloudTalk automatically transcribes calls, analyzes sentiment, provides a call summary and detects key topics so you can review conversations faster and coach your team effectively. CloudTalk automatically exports AI insights directly into your Zendesk tickets after each call. Your agents have full context before responding. Your support managers see trends across tickets without opening a separate tool. How CoachHub increased productivity using CloudTalk and Zendesk SMS in Zendesk Send and receive SMS directly in Zendesk. Every inbound and outbound SMS is automatically created as a Zendesk ticket with full message content, direction, agent name, and number logged. VoiceAgent Calls Take automation further with CloudTalk AI Voice Agents. These AI agents can answer routine inquiries, pre-qualify callers, collect information, or send follow-ups—so your team can focus on complex cases. When needed, AI Voice Agents seamlessly escalate calls to your human agents. AI Voice Agent calls are automatically logged as Zendesk tickets. You can define what structured data the VoiceAgent should extract during the conversation — and that information is written to the ticket alongside standard call data. How Circle Gym Got 150% More Bookings with AI Voice Agents Save Time with Analytics and Automation Workflow Automation Use triggers to automate ticket creation, update statuses, and streamline post-call workflows. All activities sync in real time between CloudTalk and Zendesk. Advanced Analytics Track metrics like average wait times, abandoned call rates, and team performance to optimize operations and deliver a better customer experience. Custom Field Mapping for Zendesk Explore CloudTalk call data can now be mapped directly to Zendesk ticket fields, making it possible to report on calls inside Zendesk Explore. Call details like agent, duration, direction, and recordings are written into ticket fields you choose — so you can build reports in Zendesk Explore and act on call and ticket insights in one place. Call Flow Designer Set up intelligent call flows, routing rules, and IVR menus tailored to your business needs—all inside CloudTalk. Ready to get started? Set up the CloudTalk + Zendesk integration in just a few clicks — no technical expertise required. 👉 Schedule a demo with our team Data Disclosure CloudTalk for Zendesk Support exchanges contact details, ticket metadata and tags, SMS messages, and call recordings, transcriptions, and notes with your Zendesk account. This data is used to sync communications, auto-log calls and messages as tickets, and keep contact records current between platforms. See our Privacy Notice for full details. Check out the video below for a quick tutorial: