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Zendesk integrates with PolyAI in two ways: ticket management (search and update tickets during calls) and call handoff (route calls to Zendesk agents via SIP).

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Ticket management (Paragon integration)

Connect Zendesk from the Integrations page in Agent Studio to search and update support tickets during calls.
  1. Go to the Integrations page in Agent Studio
  2. Find Zendesk and click Connect
  3. Select an environment (Sandbox, Pre-release, or Live)
  4. Click Connect new account and authenticate with Zendesk via OAuth
  5. Enable Zendesk actions in your agent’s prompt

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Available actions

ActionDescription
Search TicketsSearch for Zendesk support tickets by criteria such as requester, status, subject, or priority
Update TicketUpdate an existing ticket’s status, priority, or add internal notes

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Enabling actions

Reference Zendesk actions in your agent’s prompts. See the Zoom integration for detailed examples of this pattern.

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Call handoff (SIP)

Route calls through Zendesk and hand off to Zendesk agents via SIP.

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Call flow

  1. A caller dials a number linked to a Zendesk account.
  2. Zendesk uses the Overflow feature to redirect the call to PolyAI. This requires a phone number from a SIP provider such as Twilio or Gamma.
  3. Twilio converts the PSTN call to SIP and sends it to PolyAI.
  4. PolyAI initiates a SIP INVITE to an outbound integration, routing the call to a SIP URI provided by Zendesk.
  5. Zendesk agents receive the call. If a ticket exists, they see its ID with the X-Zendesk-Ticket-Id SIP header.

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Test environment

PolyAI has a test setup for Zendesk integrations:

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Setup

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Configure PSTN forwarding

Zendesk numbers route calls internally by default. To send calls to PolyAI, enable Overflow.
  1. Create an empty agent group in Zendesk Talk.
  2. Set the inbound number to route only to this group.
  3. Configure Overflow to forward calls:
    • If no agents are available (the group is empty, so this is always the case).
    • Outside business hours.
  4. Disable voicemail for this number.

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Enable SIP in Zendesk

Zendesk requires SIP to send calls to external systems.
  1. In Zendesk, go to Admin Center.
  2. Select Channels → Talk → Lines.
  3. Click Add Line → Add SIP Line.
  4. Register a SIP address. Name it to match the client or project.
  5. Add Kamailio’s IP address range to allow traffic from PolyAI.

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Create the outbound integration

  1. Create a telephony.<environment>.yaml file in the project’s domain folder.
outbound_integrations:
  - name: CLIENT_OR_PROJECT_NAME
    encryption: UDP/RTP
    addresses:
      - "sip:YOUR_SIP_ADDRESS"
  1. Deploy it:
infra telephony manage --cluster CLUSTER_NAME --path telephony.<environment>.yaml
A telephony engineer may need to run this command.

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Handoff using the outbound integration

Once the SIP address is set up and verified, PolyAI can hand off calls to Zendesk agents.