authID
About authID® authID® (Nasdaq: AUID) ensures enterprises “Know Who’s Behind the DeviceTM” for every user login and transaction. authID's patented biometric identity platform offers user-friendly, best-in-class 700ms authentication time with the highest accuracy and data privacy protection. authID empowers customers to stop fraud at every stage of the user’s digital journey – including onboarding, login, account takeover attempts, payments, and wire transfers – and increase conversions by eliminating password risks, detecting and stopping deepfake attacks, and providing a secure, frictionless user experience. Why authID & Zendesk authID’s integration with Zendesk empowers companies to stop fraud at the call center or help desk with its Proof (identity verification) and Verified (biometric authentication) solutions. authID significantly improves security and efficiency in call centers by addressing key authentication challenges in customer service environments. Plus, in environments where call center staff work remotely, authID’s cloud-based, passwordless authentication provides an additional security layer by ensuring only verified agents can access systems, thus safeguarding sensitive customer data from unauthorized access. Benefits Stop fraud at the call center or help desk: Prevent fraud, account takeovers, and unauthorized access to sensitive account information and company applications. Increase account security: Eliminate reliance on outdated security questions or PINs, which are vulnerable to social engineering and can frustrate customers. Speed up authentication: fast, secure, customer interactions in less than a second — it is more secure and more accurate (1 to 1 billion false match rate) than Apple FaceID and is not bound to the device. Improve user experience – Quick selfie means no OTP or authenticator apps to gain access to accounts. Data & privacy compliance – authID doesn’t store biometric information, making it compliant with regulations such as GDPR, CCPA, BIPA and more. Easy Integration – authID seamlessly integrates with Zendesk to boost operational efficiency and maintain compliance with strict regulatory standards. How authID Proof works? During initial account creation, Proof identity verification captures and validates a customer’s ID document and live facial image, ultimately creating a biometric 'root of trust' that ensures only authorized users can call in for account access. How authID Verified works? For ongoing identity verification, authID Verified biometric authentication allows callers to authenticate using a live selfie that matches their existing profile, which is processed instantly for liveness and accuracy without storing biometric data. Data Handling & Privacy authID's Zendesk integration accesses and processes the following data from your Zendesk account: Data Accessed: * Ticket requester's name, email address, and phone number — used solely to initiate an identity verification or biometric authentication request through the authID platform. * Ticket ID — used exclusively to write back a private internal note to the ticket with a summary of the verification result, visible only to agents. No other Zendesk data is read, stored, or transmitted by this integration. How Your Data Is Used: * Requester contact information (email or phone number) is passed to authID's servers to deliver a verification link or initiate a biometric transaction. This data is used only for the duration of the active verification session and is not retained by authID after the transaction is complete. * Verification results (pass/fail status, transaction ID, document details) are written back to the Zendesk ticket as a private internal note and are never shared with third parties. Data Storage & Retention: * authID does not store biometric data. Facial images captured during a verification session are used only for real-time liveness and matching, and are discarded immediately after the session ends. * API credentials (API Key and API Secret) are stored using Zendesk's encrypted secure app settings and are never exposed in the browser or to end users. Compliance: authID is compliant with applicable data privacy regulations including GDPR, CCPA, and BIPA. Learn how we handle your data in our Privacy Policy.
CloudTalk for Support
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:
