CloudTalk for Support vs Flexfone by Proventic

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:

Available to all Flexfone users on a Zendesk Suite plan or Flexfone users with Support + Talk Partner Edition. Learn more about Flexfone here and Zendesk plans here. Integrate your Flexfone calls with Zendesk and improve agent response time! With the Flexfone app your support agents save valuable time by having a quick and clear overview of every incoming and outgoing call. The top bar app will automatically open incoming and outgoing calls, showing the caller name, organisation and phone number of existing users in your Zendesk Support - as well as their tickets. Click on a ticket to add an internal note with call details including customer phone number, time of the call, employee local number, call duration and a "flexfone"-tag. Or create a new ticket and profile for new customers with a single click! Key features: Automatically finds a customer based on the phone number Name and organisation at a glance Quick access to customer profile by clicking their name One click to create a new ticket with call details One click to add call details to an existing ticket Call a customer by clicking their phone number in the Zendesk user sidebar Requirements The app requires a Flexfone account and a Zendesk Suite plan or Support + Talk Partner Edition. Please read "How to install" and follow the steps to enable the integration. Any questions or feedback? Please feel free to contact us on [email protected]. You can make feature requests on our community pages here. Any feedback is greatly appreciated.