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KaiCalls
Help Center

Help Desk Integration

Connect Zendesk Support with KaiCalls.

Kai answers your support line. After each call, he opens one Zendesk ticket with a private note your team can read.

Kai handing a call off to the support team

1 ticket

Per call

Each finished call opens one ticket. The same call never opens a second one.

Off

Until you turn it on

Connecting Zendesk does not make tickets. Your admin turns tickets on.

No token

Admin approval

Your Zendesk admin signs in and clicks Allow. Nothing to copy or paste.

Overview

What the Zendesk connection does.

Calls stop getting lost between the phone and your help desk.

Opens a ticket after the call

When an inbound call ends, KaiCalls opens a new ticket in your Zendesk Support account.

Writes a private note

The note has the caller's name and number, a short summary, and a link to the full call in KaiCalls. Only your agents can see it.

Never makes a duplicate

Each ticket carries the KaiCalls call ID. If the same call is sent again, KaiCalls finds the ticket it already made.

Uses your group, priority and tags

Pick a Zendesk group, a default priority and tags. New tickets use them.

Prerequisites

Before you connect.

1. A Zendesk admin

Someone who is an admin in your Zendesk Support account has to approve the connection.

2. Your Zendesk subdomain

It is the part before .zendesk.com. For acme.zendesk.com, it is acme.

Setup

How to connect Zendesk.

It takes about two minutes.

  1. 1

    Open Connections in KaiCalls

    Go to Settings > Connections and find Zendesk Support.
  2. 2

    Type your Zendesk subdomain

    Only the part before .zendesk.com.
  3. 3

    Choose Authorize Zendesk

    Zendesk opens. Your Zendesk admin signs in and clicks Allow.
  4. 4

    Check the card says connected

    You come back to KaiCalls. The card shows "connected" and your Zendesk address.
The Zendesk Support card in KaiCalls Connections, with a subdomain typed in and the Authorize Zendesk button
Type your subdomain, then choose Authorize Zendesk.

Tickets

Turn tickets on.

Tickets stay off after you connect. You choose when they start.

  1. 1

    Pick when tickets open

    Under Ticket creation, choose "Every completed inbound customer call".
  2. 2

    Add a group, priority and tags if you want

    The group is optional. Tags start as "kaicalls".
  3. 3

    Choose Save Zendesk settings

    New calls start opening tickets right away.
"Every completed inbound customer call" means every one, including sales and wrong-number calls. Use it on a support line, or where you want every call in Zendesk.
The connected Zendesk Support card with ticket creation set to every completed inbound customer call, and a confirmed ticket receipt
Pick when tickets open, then save. Recent tickets show under Recent ticket receipts.

The ticket

What your team sees in Zendesk.

A real ticket from a test call.

Subject

"Phone support:" and the start of the call summary.

Private note

Caller name and phone when Kai got them, call time, summary, outcome, and whether a transfer went through.

Call record link

Opens the call in KaiCalls, with the recording and the full transcript.

Call ID

Ties the ticket to one call, so the same call never opens two tickets.
A Zendesk ticket opened by KaiCalls, with a private note listing the caller, phone, summary, call record link and call ID
The note is private. The caller does not get an email from Zendesk.

Knowledge

Teach Kai from your help articles.

Kai can answer callers from the articles your team already wrote in Zendesk.

  1. 1

    Reconnect once if asked

    If you connected before Help Center access was added, the card shows Reconnect Zendesk. Your Zendesk admin approves again. Your ticket settings stay the same.
  2. 2

    Choose Import help articles

    Kai learns every published article. Drafts are skipped. After the first import, KaiCalls checks for changes every day.
  3. 3

    Send your answers to Zendesk (optional)

    Pick a Help Center section and choose Send as drafts. The answers you taught Kai show up in Zendesk as drafts. Nothing is published until your team publishes it.
Long articles are shortened for Kai, and each one ends with a link to the full article. If you archive or delete an article in Zendesk, Kai stops using it at the next sync.

Verification

How to prove it worked.

Make one test call and check both places.

  • Call your KaiCalls number from a phone that is not your own admin phone.
  • Say a real support question, like "my phone stopped forwarding calls", and give a name.
  • Hang up. Wait about a minute.
  • In KaiCalls, open Connections. Under Recent ticket receipts, the call shows "confirmed".
  • Open the ticket in Zendesk. Check the note, then open the call record link.
The KaiCalls call record for the test call, showing what the caller wanted and the caller details
The call record the ticket links to.

Troubleshooting

Fix common Zendesk issues.

No ticket after a call

Check that Ticket creation is not set to "Off until configured". Only inbound calls that finished open tickets.

Zendesk says you are not allowed

Only a Zendesk admin can approve the connection. Ask your admin to choose Authorize Zendesk.

Wrong Zendesk account

Check the subdomain on the card. Disconnect, type the right subdomain, and authorize again.

Receipt shows an error

KaiCalls retries on its own when Zendesk is busy. If it stays in error, reconnect Zendesk from the card.

Leaving

How to disconnect Zendesk.

Choose Disconnect on the Zendesk Support card. KaiCalls stops opening tickets. Tickets already in Zendesk stay there.