Zendesk

Connect Zendesk and the agent opens a ticket whenever a call needs follow-up. Full transcript and summary attached, requester linked to the right Zendesk user.

What it does

Looks up the caller as a Zendesk user. Phone match — known users are recognised before the call connects.
Creates a user for unknowns. A new caller's name + email become a fresh Zendesk user.
Opens a ticket on hangup when the call needs follow-up (caller asked for a callback, complaint flagged, issue unresolved). The transcript + summary form the ticket comment; priority is set based on call sentiment.
Routes to the right group. Tickets land in the group you picked during setup — typically your default frontline support team.

Setting it up

Zendesk OAuth is per-subdomain, so the connect flow asks for your Zendesk URL first.

Click Connect Zendesk in /dashboard/integrations.
Enter your subdomain — for acme.zendesk.com, type acme.
Authorise — Zendesk redirects you to consent. We ask for read and write scopes.
Pick the default group. Tickets without a clear category land here. You can change it any time.

That's it. Enable Zendesk on each agent under Integrations tab to start writing tickets.

What happens on a call

Caller: "My order #5234 hasn't shown up — supposed to be delivered yesterday."

Agent: "I'm sorry to hear that. Let me get someone on the warehouse team to check straight away. Best email to reach you on?"

Caller: "alex@example.com."

Agent: "Got it. You'll hear from us within the hour."

[Call ends. Zendesk ticket appears in the Frontline group:]

Subject: Missing delivery — order #5234

Requester: Alex Smith · Priority: High (sentiment: frustrated)

Comment: Caller reports order #5234 is missing — was due yesterday. Agent committed to a callback within the hour from the warehouse team.

Full transcript: [attached]

Pricing

Zendesk integration is included in every Foan plan. You need a Zendesk Suite plan that includes API access — the Team plan and above all do.

Common questions

What if I have multiple Zendesk subdomains? One per Foan workspace today. Multi-Zendesk support is on the roadmap for agencies.

Can I disable ticket creation per agent? Yes — toggle Zendesk on/off in each agent's settings. Agents without Zendesk enabled run normally; tickets just don't get created.

Custom fields? We populate the standard Subject + Comment + Priority + Requester fields. Custom field mapping is queued.

What about chat / messaging? Not yet — voice → ticket only, no return path from chat to phone.

Disconnect? One click from /dashboard/integrations. The OAuth token is deleted; existing tickets are untouched.