The Zendesk Talk integration with ASAPP’s GenerativeAgent allows callers in your Zendesk environment to have conversations with GenerativeAgent while automatically creating support tickets based on the conversation context. This integration provides phone numbers that you route within Zendesk (either through IVR menus or overflow routing) and uses SIP-IN lines to redirect calls back to Zendesk when needed. This guide covers the customer configuration steps needed to set up the integration with your Zendesk Talk environment.

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How it works

At a high level, the Zendesk Talk integration with GenerativeAgent works by routing calls through GenerativeAgent and creating tickets based on conversation outcomes:
  1. Calls are routed to GenerativeAgent through phone numbers configured in your Zendesk IVR menu or overflow routing
  2. GenerativeAgent handles the conversation using voice interaction and determines the appropriate response
  3. Calls are redirected back to Zendesk via SIP-IN when GenerativeAgent needs to transfer to a live agent or complete the call
  4. Tickets are automatically created in Zendesk based on the conversation context and outcome
The integration maintains your existing Zendesk Talk workflows while adding GenerativeAgent capabilities for automated call handling and ticket creation.

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Before you Begin

Before setting up the Zendesk Talk integration, you need:
  • Get your API Key and Secret
    • Ensure your API key has been configured to access GenerativeAgent APIs. Reach out to your ASAPP team if you need access enabled.
  • A Zendesk account with:
    • Admin access to configure Talk settings
    • Ability to create SIP-IN lines
    • Access to configure triggers and business rules
  • The following information to provide to ASAPP:
    • Zendesk API Token - For ticket creation and management
    • Zendesk Subdomain - Your Zendesk instance subdomain
    • Zendesk User Email - Email associated with the API token
  • The following information to obtain from ASAPP:
    • ASAPP SIP IP Address - For configuring your SIP-IN line
    • ASAPP Overflow Phone Numbers - For routing calls to GenerativeAgent
You may have both sandbox and production environments. Be careful not to mix production phone numbers with Zendesk sandbox or vice versa. See Zendesk sandbox environments for more information.

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Understanding Your Routing Options

Zendesk Talk only allows routing via Phone numbers. We enable this for Generative Agent by providing you with one or more phone numbers that are mapped to specific GenerativeAgent tasks. You need to route these phone numbers within your Zendesk environment. The routing approach you choose depends on how you want callers to interact with GenerativeAgent:
  • IVR Menu Routing: Use Zendesk Talks’ IVR Menu to route calls to GenerativeAgent based on the caller’s input.
  • Overflow Routing: Use Zendesk Talks’ Overflow Routing to route calls to GenerativeAgent when you want GenerativeAgent to be the primary point of contact.
Work with your ASAPP team to determine which routing approach works best for your specific requirements and the tasks you want GenerativeAgent to handle.

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Step 1: Configure Zendesk SIP-IN Line

You need to create a SIP-IN line in Zendesk Talk to receive calls redirected back from GenerativeAgent.
1

Create a SIP-IN Line

The SIP-IN line is used to receive calls redirected back from GenerativeAgent.Go to Talk → Lines → Add SIP Line in your Zendesk admin panel.
Adding a SIP-IN Line in Zendesk Talk Dashboard
Follow the Zendesk documentation for adding a SIP-IN line to complete this step.
2

Specify ASAPP's SIP IP Address

Configure your SIP-IN line to allow the ASAPP SIP IP address that you obtained from your ASAPP team.This allows calls to be redirected back to your Zendesk Talk environment from GenerativeAgent.
Configuring allowed SIP IP addresses for ASAPP in Zendesk Talk SIP-IN line settings
3

Provide SIP Destination to ASAPP

After creating the SIP-IN line, you’ll receive a SIP destination address. Provide this SIP destination to your ASAPP team along with the other required information (API token, subdomain, and user email) for the integration configuration.

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Step 2: Configure Phone Number Routing

Follow the steps for your chosen routing approach:
Add GenerativeAgent as an option in your existing IVR menu:
  1. Go to Routing → IVR Menu in your Zendesk admin panel
  2. Select your existing IVR menu or create a new one
  3. Add the GenerativeAgent phone number(s) as menu options
  4. Configure the menu prompts to include GenerativeAgent as a choice
  5. Follow the Zendesk IVR documentation for detailed setup

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Step 3: Create System Transfer

The system transfer function is how GenerativeAgent passes calls back to Zendesk and creates tickets in your Zendesk system during that process. This function is configured in the AI Console and defines the schema for ticket creation.
1

Configure System Transfer Function in AI Console

You need to create a system transfer function in the AI Console that defines how tickets are created in Zendesk.
  1. Go to AI Console → GenerativeAgent → Functions
  2. Select Create function → System Transfer
  3. Create a function with the following schema:
{
  "type": "object",
  "required": [
    "subject",
    "priority",
    "type",
    "status",
    "comment"
  ],
  "properties": {
    "subject": {
      "type": "string",
      "description": "Request subject based on the conversation"
    },
    "priority": {
      "type": "string",
      "enum": ["urgent", "high", "normal", "low"],
      "description": "Ticket priority based on the conversation"
    },
    "type": {
      "type": "string",
      "enum": ["problem", "incident", "question", "task"],
      "description": "The type of the request based on the conversation"
    },
    "status": {
      "type": "string",
      "enum": ["new", "open", "pending", "hold", "solved", "closed"],
      "description": "The state of the request"
    },
    "comment": {
      "type": "string",
      "description": "Detail summary of the conversation containing all the relevant information provided by the customer"
    }
  }
}
This schema defines the ticket fields that will be created in Zendesk when GenerativeAgent completes a call.
Tickets created through live agent escalation will not include the detailed conversation context that tickets created through successful GenerativeAgent completion will have.
2

Add Function to Tasks

Add this system transfer function to all relevant GenerativeAgent tasks, including instructions on how to complete these fields based on the conversation context.
The Zendesk ticket will be successfully created if GenerativeAgent calls this system transfer function. If live agent escalation happens, a ticket is also created, but without the detailed conversation context.

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Step 4: Test Your Integration

Before going live, thoroughly test your integration to ensure it works as expected: Test scenarios such as:
  • Normal conversation flow - Verify GenerativeAgent can handle typical customer inquiries
  • Live agent transfer - Test that calls can be properly transferred to human agents when needed
  • Overflow handling - Ensure calls are properly routed through the overflow system
  • Ticket creation - Verify that tickets are created with correct information and formatting
  • Different call types - Test various types of customer inquiries and requests

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Next Steps

Once your Zendesk Talk integration is set up and tested, consider these next steps:

Configuration Overview

Learn how to configure GenerativeAgent’s behaviors, tasks, and communication style

Connect your APIs

Configure your APIs to allow GenerativeAgent to access necessary data and perform actions

Review Knowledge Base

Connect and optimize your knowledge base to improve GenerativeAgent’s responses

Go Live

Follow the deployment checklist to launch GenerativeAgent in your production environment