Zendesk + ActiveLens
Your phone calls land on the right Zendesk ticket, with the fields filled in.
After a call, ActiveLens finds the caller's open ticket or drafts a new one, fills the fields you chose and adds the call summary. Review it first, or let it write automatically.
Free trial · No credit card · An admin connects with an API token
What happens after every call
The caller's open ticket, found for you
ActiveLens searches by the caller's phone number first, then numbers said on the call, their name or business, and finally the call's topic. The AI compares the call with the open tickets and shows how sure it is.
A new ticket when none fits
If no open ticket is on the same topic, a new one is drafted with a subject, the caller as requester and the person who took the call as assignee. You can use an assignment rule instead, or choose to write nothing.
Ticket fields filled from the call
Priority and type are on by default. Turn on any other field, set it to AI or a fixed value, and add a rule that tells the AI how to choose.
The call summary on the ticket
An existing ticket gets the summary, key points, decisions, next steps and a link to the call as an internal note. You can make it a public reply instead. On a new ticket, the summary is the ticket's description.
Written in the right name, with CCs and tags
Notes are written as the Zendesk agent of the person who took the call, or as the connected login if they have none. The AI can CC people from a list you pick. Tickets are tagged activelens and phone_call, because Zendesk's API can't set a ticket's channel.
Set up in minutes
An admin connects Zendesk
A workspace admin enters your Zendesk subdomain, an admin's email and an API token on Integrations → Zendesk. ActiveLens checks the login before saving it. One connection covers the whole workspace.
Choose what each call does
By default, phone calls of 30 seconds or more get a Zendesk ticket action. Change that, add meetings, and set how tickets are matched, which fields are filled and what the note says. A live preview shows each setting on a sample call.
Review it, or let it write
With Review first, the ticket waits among the call's actions until someone presses "Do It Now". With Automatic, it is written right after the call, and uncertain cases wait for review.
From the call to Zendesk
“The card reader at our second location stopped working on Monday, and we can't take payments.”
Customer, Tuesday call
Ticket #12345: Jordan Sample, Example Holdings
- Type: Incident
- Priority: Urgent
- Internal note: call summary, next steps and link to the call
- Tags: activelens, phone_call
You stay in control
How we protect your data- Review first is the default. Nothing reaches Zendesk until someone checks the ticket, changes anything that needs it and presses "Do It Now".
- Automatic holds back what's uncertain: when it isn't clear which ticket the call is about, or when the ticket was found only by name or topic. It also holds tickets with an empty required field, and you can hold all new tickets. Sample calls, private calls and calls in Trash are never written automatically.
- ActiveLens reads the people, tickets and fields it needs. It writes only the fields you turned on, new tickets and requesters, the summary, tags and CCs. Field changes can be undone for 10 minutes. A new ticket, a note and CCs can't be undone.
- Disconnect on the Zendesk page removes the login and these settings. Tickets already written stay in Zendesk. To stop the token working too, delete it in Zendesk under API tokens.
Works with everything else
ActiveLens captures calls from your phone system, then updates Zendesk from them. Your CRM and tasks can be updated from the same call.
Built for: Insurance Agencies · Financial Services
Questions
How does Zendesk connect? Is there OAuth or a sign-in for each user?
With an API token. A workspace admin enters the subdomain, an admin's email and the token, and that one login is used for the whole workspace. OAuth and per-user sign-in aren't supported. Use your .zendesk.com address, even if your help center has its own web address.
What if ActiveLens picks the wrong ticket?
Before saving, pick another of the caller's open tickets or open a new one. You can also search Zendesk from the same screen by ticket number, words, a client's name, a phone or an email. If several people share a number, ActiveLens asks who called.
Does it work with custom fields?
Yes. Custom text, number, date, checkbox, drop-down, multi-select and lookup fields can all be filled. Credit card fields aren't supported, and ActiveLens neither reads nor writes them.
Does anything come back from Zendesk to ActiveLens?
There is no live two-way sync, but two things read Zendesk on a schedule. Ask Anything can answer from your tickets, if an admin switches it on. And for 30 days after a call, ActiveLens checks the tickets that call wrote to. If one is solved, or a new comment says the problem is fixed, it gives the call's owner a task to get back to the caller. It can also mark an open task as done when a ticket shows the work is finished. Both only read from Zendesk.
What does Ask Anything keep from our tickets?
It is off until an admin switches it on. You choose how many tickets to scan, how far back, which statuses and who can ask. ActiveLens keeps each ticket's details and a two-sentence summary. The full ticket is read from Zendesk when an answer needs it. Internal notes are read only if you allow it, and are never kept. Switching it off deletes what was scanned.
Is call content stored in Zendesk?
Only the field values, the summary and a link to the call. You can add a short quote from the call to the note. The recording and the full transcript stay in ActiveLens.
Put Zendesk to work on every call.
Free trial · No credit card · An admin connects with an API token
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