Aircall-Zendesk: AI Insights Logging

With the Aircall-Zendesk integration and Aircall AI, users can automatically log AI Assist Insights i.e. Call Summary, Key Topics , Action Items and Sentiment as well as Assist Pro Insights i.e. Playbook and Custom Summary  to their Zendesk tickets. This helps your team quickly review call context and themes directly from Zendesk.

Important: Users must have Aircall AI in order to make use of this feature.

Enable AI Insights logging

To enable AI Insights logging for Zendesk:

Steps:

1. Go to the Aircall Dashboard.

2. Navigate to Integrations & API > My Integrations.

3. Select your Zendesk integration.

4. Click the Settings tab.

5. Scroll to Zendesk Settings > AI Insights

Each AI AI Insight logging can be enabled or disabled by selecting Yes or No. Key Topics can be logged as Text or Tags in Zendesk tickets.

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to AI Insights logging will be disabled.

How AI Insights logging works

With Aircall AI, calls are:

• Automatically summarized, and

• Processed to identify Key topics, Action items, Sentiments as well as AI Assist Pro can be used to customise Playbook and Custom Summaries. 

When you use the Zendesk integration, these AI Insights are logged directly to your Zendesk tickets.

Important: For AI Insights to be generated, both of the following conditions must be met:
1. The call must be transcribed. See Missing transcription for calls or voicemails to understand why a call was not transcribed.
2. The in-call call duration must be over 1 minute.

Key Topics: Text vs Tags

You can control how Key Topics are logged to Zendesk by selecting either Text or Tags under Log Key Topics as.

Text

When Text is selected, Key Topics shown in Aircall AI will be added as an internal note on your Zendesk tickets.

Important: By default, Key Topics will be logged as text unless you explicitly change the setting to Tags.

Tags

When Tags is selected, Key Topics will be added to the ticket as Tags

Important: When using the Tags option:
- Key Topics will be appended as Tags for each Call Summary logged to the ticket.
- All Key Topics logged as Tags will be sorted in alphabetical order.

Ticket view

If you have enabled the Ticket view setting for your Zendesk integration, AI Insights will still log to your tickets, but the visual layout will look slightly different.

Ticket view with Text

Ticket view with Tags