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:
BT Cloud Work
Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ). The BT Cloud Work Application for Zendesk provides seamless integration between Zendesk and your BT Cloud Work services to enable improved customer retention, greater agent productivity, and advanced business processes. BT Cloud Work provides a complete host of features to address your business needs Complete cloud-based app Use your browser on any platform (Windows®, Mac®); no software installation is needed. Make or receive calls through the Zendesk browser without having to leave Zendesk or utilizing the BT Cloud Work phone system all directly from your account within Zendesk. Increased call efficiency With simple click-to-dial from within Zendesk, you can spend more time servicing clients and less time dialing. Save time by eliminating misdials. Search between Zendesk or BT Cloud Work contacts within the embedded dialer for easy contact outreach Enhanced customer interaction Talk Partner Edition Support: Sync relevant call record data to your contacts and tickets with Zendesk voice comment object support Incoming callers are instantly matched to existing client records, which are automatically displayed for easy access Tickets are created automatically when a call arrives. Privacy & Data Usage BT Cloud Work is committed to protecting customer data and maintaining transparency regarding how information is accessed and used within the Zendesk integration. Data Access Scope The integration requests permission to read organizational data and write ticket and user data within Zendesk. This access enables core functionality such as click-to-dial, screen pop, call logging, and contact matching. Ticket & User Data Processing The application may read ticket details, user profiles, and related metadata to associate calls with the correct Zendesk records. It may write call activity, notes, and call logs back to Zendesk tickets or users to ensure accurate interaction tracking. Purpose Limitation Zendesk data is accessed strictly for enabling telephony functionality, call logging, caller identification, workflow automation, and improving agent productivity within Zendesk. Data is not accessed for advertising or unrelated purposes. Data Storage & SecurityBT Cloud Work processes data in accordance with enterprise-grade security standards. Any data handled by the integration is protected using industry-standard encryption and security controls aligned with BT Cloud Work’s global compliance framework.
