Managed Agents at Previously $0.06 $0.03/minManaged Agents are Previously $0.06 $0.03/min.
Webhook tool

Zendesk AI voice agents that open the ticket for you

The agent answers the setup questions your help content covers, opens a Zendesk ticket in the caller's own words for the rest, and can transfer.

Start buildingRead the docs

Support phone agent

Answers setup questions and tickets the rest.

Instructions

Answer setup, Wi-Fi pairing and app update questions from your help content. If you cannot resolve it, create a ticket with the caller's description and read back the ticket number. If they ask for a person, create the ticket first, then transfer to the support line.

Handoff
Support team

Connected tools

  • Create ticketWebhook
  • Transfer to supportTransfer

What a Zendesk AI voice agent can do

Open one to watch a call. The grey lines are the tools the agent calls mid-sentence.

Calls the agent can't close become tickets with the caller's details, so nothing it hands off gets lost.

Tool definitions

Webhook tools go to POST /v1/agents/tools. Transfers are a system tool on the agent. Replace the placeholder values in capitals with your own.

Webhook

Create ticket

Creates a Zendesk ticket.

Show the JSON definition
create_ticket
{
  "type": "webhook",
  "name": "create_ticket",
  "description": "Creates a support ticket for the caller.",
  "pre_tool_speech": "auto",
  "execution_mode": "immediate",
  "response_timeout_secs": 20,
  "api_schema": {
    "url": "https://YOUR_SUBDOMAIN.zendesk.com/api/v2/tickets",
    "method": "POST",
    "request_body_schema": {
      "type": "object",
      "properties": {
        "ticket": {
          "type": "object",
          "properties": {
            "subject": {
              "type": "string",
              "description": "Short subject for the ticket."
            },
            "comment": {
              "type": "object",
              "properties": {
                "body": {
                  "type": "string",
                  "description": "What the caller said, in their words."
                }
              },
              "required": [
                "body"
              ]
            },
            "priority": {
              "type": "string",
              "enum": [
                "low",
                "normal",
                "high",
                "urgent"
              ],
              "description": "Priority based on the caller's urgency."
            }
          },
          "required": [
            "subject",
            "comment"
          ]
        }
      },
      "required": []
    },
    "authentication": {
      "mode": "basic_auth",
      "username": "agent@yourcompany.com/token",
      "password": {
        "type": "secret",
        "secret_value": "YOUR_ZENDESK_API_TOKEN"
      }
    }
  }
}

Transfer

Transfer to support

Cold transfer to the support line.

Show the JSON definition
transfer_to_support
{
  "config": {
    "system_tools": {
      "transfer_to_number": {
        "description": null,
        "pre_tool_speech": "auto",
        "transfers": [
          {
            "destination": {
              "type": "phone",
              "phone_number": "+14155550110"
            },
            "condition": "The caller asks for a person or the issue is outside what the agent may resolve."
          }
        ]
      }
    }
  }
}

Set it up

No native connector. The tool calls the Zendesk Tickets API directly with API-token basic auth that you store as a secret. Vendor details read in October 2026.

  1. Enable API token access

    In Zendesk Admin Center, go to Apps and integrations, then APIs, then API tokens, and add a token. Token access must be on for the account.

  2. Use a dedicated agent email

    Zendesk's token auth uses your email followed by /token as the username. Use a dedicated user for the voice agent.

  3. Add the tool

    Store the token as a basic auth secret and set your subdomain in the URL.

  4. Test an escalation

    Ask something the agent can't answer and confirm a ticket with the right priority appears.

Documentation

Before you build

Credentials

Basic auth with {email}/token and the API token is Zendesk's documented token method. Treat the token like a password.

Transfers need Twilio or SIP

Per Cartesia's docs, transfers need a Twilio or SIP trunk number. On a browser preview call the transfer returns a tool error.

Use cases for teams on Zendesk

Customer support

Resolve support calls on the first try, refund and credit within your rules, and keep customers who call to cancel.

See the use case

Retail and e-commerce

AI voice agents that answer order questions, offer exchanges instead of refunds, and help shoppers buy with confidence. $0.03/min.

See the use case

More integrations

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Freshdesk

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Intercom

Add phone to your Intercom support: a voice agent that creates contacts and notes through webhook tools.

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Zoho Desk

Find a Zoho Desk contact by phone, create a ticket and add a comment from a voice agent, through a service that holds your Zoho token.

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See the integration

Enterprise-grade security

  • HIPAA compliant badge

    HIPAA compliant

  • SOC 2 Type 2 badge

    SOC 2 Type 2

  • GDPR badge

    GDPR

Zendesk AI voice agent FAQs

Does Zendesk have an AI voice agent?

Yes. Zendesk has voice AI agents that answer calls on Zendesk's voice channel and hand off to a person with a transcript and summary. The Cartesia agent on this page runs on a Cartesia number, Twilio or a SIP trunk, and opens a Zendesk ticket through the Tickets API when a call needs your team.

Should I use Zendesk's voice AI agents or a Cartesia agent?

Zendesk's agents are the shorter path if your calls already run on Zendesk's voice line. A Cartesia agent fits when your phones run on Twilio or a SIP trunk, or when you want to choose the voice and LLM and control exactly what the agent writes to Zendesk, one webhook tool at a time.

How do I connect Zendesk to an AI voice agent?

In Zendesk Admin Center, go to Apps and integrations, then APIs, then API tokens, and add a token. Store it with a dedicated agent email as a basic auth secret on the create_ticket tool, using Zendesk's {email}/token username format, and set your subdomain in the URL.

Can the agent update an existing Zendesk ticket?

Yes, with a tool that calls the Tickets API update endpoint with the ticket ID from an earlier lookup. Use it to add a comment when a caller rings back about the same problem, rather than opening a second ticket.

Who bills a call that ends in a Zendesk ticket?

Cartesia bills the agent by the minute, at $0.03/min, plus LLM usage and telephony, whether the call ends in a ticket or not. Phone minutes depend on the number. Cartesia-provisioned numbers are US only and carry Cartesia's telephony fee. Numbers from your Twilio account or a SIP trunk pay your carrier's rates instead.

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