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Consio + Zendesk Integration : How it works

Connect Consio with Zendesk to automatically create tickets for every completed call, post call details and AI summaries as internal notes, and open the full call record in one click.

Updated over a week ago

Who is this for? Support and CX teams who manage customer requests in Zendesk and want every phone call, inbound or outbound, captured automatically as a ticket, complete with call metadata, logging updates, and AI summaries.

What you get

  • Auto-created Zendesk tickets for every completed Consio call

  • Call details posted automatically as an internal note, including:

    • Customer

    • Agent

    • Duration

    • Direction (Inbound / Outbound)

    • Phone number

  • Call logging update posted automatically as an internal note: "Call was logged on Consio." (Disposition + Notes, when available)

  • AI call summary posted automatically as an internal note: "Call was summarized on Consio." (Summary in bullet points + Next steps)

  • Inbound voicemails logged as an internal note directly on the ticket

  • Missed call transcripts available in Zendesk

  • One-click deep link from any note to open the full call record in Consio

Prerequisites

  • Admin access to Consio

  • Admin (or permissioned) access to Zendesk to authorize integrations

  • A working Consio number or call flow for test calls

Step 1 - Install from Consio

  1. In Consio, go to Settings → Integrations.

  2. Search for Zendesk.

  3. Click Install.

  4. Complete the Zendesk authorization flow and approve the requested permissions.

Step 2 - Make a test call

  1. Place a quick inbound test call to your Consio number (or trigger a short outbound call).

  2. Hang up after a few seconds.

  3. In Zendesk, confirm a new ticket was created, titled "Call with {Customer} on Consio". You should see three internal notes:

    • "A new call was completed on Consio (click here to view call)" with customer, agent, duration, direction, and phone number

    • "Call was logged on Consio." with disposition and notes

    • "Call was summarized on Consio." with AI summary and next steps

Troubleshooting

No ticket created after a call

  • Re-open Consio → Integrations → Zendesk and ensure ticket creation on completed call is enabled.

  • Reconnect the integration (authorization may have expired).

  • Make sure the call fully completed before checking Zendesk.

Caller not attached to a Zendesk user

  • Make sure the phone number (and/or email) exists on a Zendesk user profile. Matching happens on phone number by default.

"Account is required" / authorization error during install

  • Sign into Consio first, then run the install flow again.

  • Confirm you have the right permissions in Zendesk to authorize integrations.

Security & Privacy

  • OAuth-based connection between Consio and Zendesk

  • Access tokens stored encrypted; revoked automatically on uninstall

  • Only the data needed to create and update tickets and notes is shared

Need Help?

Support: https://www.consio.ai/contact-us
Book a demo: https://www.consio.ai/demo

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