Guided setup.
Our team connects it with you, usually within 1-2 business days. Connect opens a short form: what you want it to do, the
best time to reach you, and who your Zendesk admin is. We schedule the setup with you, test it
on your account, and then turn it on for callers.
Setup steps
- Choose Connect. A short guided-setup form opens, and our team takes it from there.
- Tell us which events should open tickets, and the group, tags or priority they should get.
- On a short call we build the Zap with you, signed in to your own Zapier and Zendesk accounts. We never see a password.
- We leave a test voicemail, check the ticket in Zendesk, and confirm on your ticket with us.
What the AI can do
- Nothing changes on the call: Zendesk gets the details after the call or voicemail.
- Each ticket carries the caller's number, the time and, for voicemail, the transcript.
- You choose which events open tickets and which group or tags they get.
What it can't do, and limits
- Guided setup: our team connects it with you and tests it on your account before callers rely on it.
- We connect Zendesk through Zapier, using the same signed events as our webhooks. Your Zapier plan's task limits apply.
- Tickets are created after the call. Showing the caller's Zendesk profile while the phone rings needs Zendesk's own voice partner program, which this setup doesn't use.
Troubleshooting
Will a caller get a ticket email from Zendesk?
Only if your Zendesk triggers send one for new tickets. We can set the ticket up so they don't.
Does it match the caller to an existing Zendesk user?
Zapier can look the requester up by phone number first and use them if found; otherwise the ticket is created with the number.
Does it work on the Phone package?
Yes. Tickets only need our call events, which every package has.
Disconnecting, and the data we keep
An owner or admin can disconnect at any time from Phone, then Connectors, in the app. Disconnecting stops TimberSwitch using Zendesk straight away.
- The Zapier subscription that feeds Zendesk, stored like any webhook.
- A delivery log for each event: time, event type and response code.
- Turning the Zap off stops new tickets straight away.
Still stuck?
Get help: it opens an Integration support ticket. Include the time of the call and what you expected to happen.
Zendesk, Inc. is a trademark of its owner; TimberSwitch is not affiliated.