Wildix vs CloudTalk for Support

Available only to agents with "Talk - Partner Edition" seats (see zendesk.com/talk/pricing). Wildix for Zendesk provides enterprise-grade call center functionalities for Zendesk. Full control of our phone system and seamlessly work together with non-Zendesk users in your organization. Key Features Make and receive calls from the browser, Wildix hardware phones or mobile app Easy click-to-dial within Zendesk Direct call control from within Zendesk like hold, warm and blind transfers to Zendesk agents and Wildix users, record call and more. Caller ID lookup in Zendesk with options to lookup the caller ID from Zendesk for non-Zendesk users too. Easy insight in earlier interactions and possibility to link the call to existing tickets Playback recordings from calls right from within Zendesk When a call has been linked to a new or existing ticket, a note is being made about the active call. This will help your agents to be aware of the call. The agent has full control over the ticket and can work freely in Zendesk while the call is active. When the conversation is over the call details are been pushed to the Zendesk ticket for metrics and if the call has been recorded the recording will appear in the comment as a voice player. Wildix for Zendesk is easy to use and takes seconds to install for existing Wildix users. Not yet a Wildix user? Contact us or contact your local Wildix Partner. The first week is on us! After installing, your free 7-day trial will start so you can try out this application without any worries. Are you looking for ways to further optimize your Zendesk account? We are a Premier Solution Provider of Zendesk and we help organizations like yours with the implementation of Zendesk and we build (custom) Zendesk Apps and integrations. Get in touch with us. Data Disclosure This app accesses, uses, and stores the following data: Data Accessed: User information (agent names, roles, and contact details) Ticket information (ticket IDs, subject lines, and metadata) Customer contact information (phone numbers, names, and customer records) Call data (caller ID, call duration, timestamps, and call status) Data Used: Phone numbers are used to initiate outbound calls and identify inbound callers User credentials are used to authenticate with the Wildix PBX system Ticket information is used to link calls to relevant tickets and display call context Customer data is used for caller ID lookup and to display interaction history Data Stored: Call logs (including timestamps, duration, participants, and call outcomes) are stored in Zendesk tickets Call recordings are stored and linked to Zendesk tickets when recording is enabled User authentication tokens are stored temporarily during active sessions PBX hostname and country code configuration settings are stored Purpose: All data is processed solely to provide telephony integration between Wildix and Zendesk, including making and receiving calls, linking calls to tickets, displaying caller information, and maintaining call records for reporting and quality assurance purposes.

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: