Zendesk | ElevenLabs Documentation

Your receptionist can recognize callers who are already in Zendesk, open a ticket when a caller reports a problem, and add the caller’s update to an existing ticket. Zendesk’s API expects ticket fields nested inside a ticket object, which webhook tools can’t send, so Reception connects through Zapier.

Set up

Connect Zapier

If you haven’t yet, connect Zapier in Reception.ai.

Add the Zendesk actions

In your Zapier MCP server at mcp.zapier.com, add the actions below and sign in to Zendesk when Zapier asks. Connect as an agent with access to the groups your receptionist should file tickets in. For each field, either set a fixed value or let the AI fill it in, as listed.

Assign the tools

In Reception.ai, open the Zapier integration’s Tools tab, select Refresh tools, and assign each action to the Client (receptionist).

Test it

Test your receptionist as a caller reporting a problem. The ticket appears in Zendesk.

Actions

Find the caller

Field	Value
Zapier action	Find a User
Set in Zapier	Nothing.
Let the AI fill in	Query: the caller’s email address, phone number, or name.
Assign to	Client

Open a ticket

Field	Value
Zapier action	Create Ticket
Set in Zapier	Group, Priority, Tags (for example, `phone`), and Should the first Comment be public?.
Let the AI fill in	Subject, First Comment/Description (the problem, the caller’s phone number, and steps they tried), Requester Name, and Requester Email.
Assign to	Client

The ticket has no phone field, so tell your receptionist to put the caller’s number in the description.

If the first comment is public and the caller gives an email address, Zendesk’s default triggers can email the ticket to that address. Ask your receptionist to spell the address back before creating the ticket.

Add an update to a ticket

Field	Value
Zapier action	Add Comment to Ticket
Set in Zapier	Should the Comment be public?: no, so updates from calls stay internal notes.
Let the AI fill in	Ticket (the number the caller gives) and Comment body.
Assign to	Client

For callers with no email address, add Create User so your receptionist can save their name and phone number in Zendesk.

Limitations

Your receptionist can’t read a ticket’s status or history back to callers with these actions. It adds updates; your agents reply.
Find a User returns one match. Callers who share a phone number or name may be matched to the wrong user.
Each action your receptionist runs uses tasks from your Zapier plan. Zapier currently counts two tasks per successful call; failed calls aren’t counted. When the plan runs out, the actions stop until it resets.

Troubleshooting

Problem	What to check
A Zendesk action doesn’t appear in Reception.ai	Select Refresh tools on the Zapier integration after adding actions in Zapier.
An action shows Changed and isn’t used	You edited it in Zapier. Select Update in the Tools tab.
Tickets land in the wrong group	Check the fixed Group, and that the connected agent belongs to it.
Comments fail on a ticket	Check the ticket number, and that the ticket isn’t closed. Closed tickets can’t take new comments.
Callers get unexpected emails	Set Should the first Comment be public? to no, or check your Zendesk triggers.