Who is this for? Support and CX teams who manage customer requests in eDesk and want every phone call, inbound or outbound, captured automatically as a ticket, complete with call metadata, logging updates, AI summaries, and a direct link to the call in Consio.
What you get
Auto-created eDesk tickets for every completed Consio call, inbound and outbound
Call details posted automatically as a note, including:
Customer
Agent
Duration
Direction: Inbound or Outbound
Phone number
Caller matched and attached to the ticket when a corresponding customer exists
Call logging update posted automatically as a note: “Call was logged on Consio.” with the disposition and agent notes, when available
AI call summary posted automatically as a note: “Call was summarized on Consio.” with the summary and next steps
Inbound voicemails logged directly on the ticket
Missed-call transcripts available in eDesk
One-click deep link from the ticket to the complete call record in Consio
Prerequisites
Admin access to Consio
Admin or permissioned access to eDesk
An eDesk API token
A working Consio number or call flow for test calls
Step 1 – Generate an eDesk API token
In eDesk:
Go to Settings.
Select API Tokens.
Click Add Token.
Name the token Consio.
Configure the required permissions and generate the token.
Copy the token and store it securely.
Step 2 – Connect eDesk from Consio
In Consio, go to Settings → Integrations.
Search for eDesk.
Click Install.
Paste the API token generated in eDesk.
Click Connect to complete the installation.
Step 3 – Make a test call
Place a quick inbound test call to your Consio number, or trigger a short outbound call.
Hang up after a few seconds. You can also leave a voicemail to test voicemail logging.
In eDesk, confirm that a new ticket was created.
The ticket should be titled:
Call with {Customer} on Consio
You should see three notes:
“A new call was completed on Consio” with a link to the call and details including the customer, agent, duration, direction, and phone number
“Call was logged on Consio.” with the disposition and notes, when available
“Call was summarized on Consio.” with the AI-generated summary and next steps
Troubleshooting
No ticket created after a call
Re-open Consio → Settings → Integrations → eDesk and make sure ticket creation for completed calls is enabled.
Confirm that the eDesk API token is still active.
Generate a new API token and reconnect the integration if necessary.
Make sure the call was fully completed and was not only ringing or abandoned before connection.
Caller not attached to the ticket
Make sure the customer’s phone number or email address exists in eDesk.
Check that the phone number uses the correct international format. E.164 formatting is recommended.
API token rejected
Confirm that the complete token was copied without additional spaces.
Make sure the token has the permissions required to create tickets and add notes.
Generate a new token in eDesk and reconnect the integration from Consio.
Call details or summary not appearing
Allow a few moments for call processing and summarization to finish.
Confirm that the call lasted long enough to generate a transcript and summary.
Reconnect the integration if tickets are created but notes are no longer being added.
Security & Privacy
Secure API token connection between Consio and eDesk
API token stored securely and encrypted by Consio
Only the data required to create tickets and add call information is shared
The eDesk API token can be revoked or replaced at any time from the eDesk settings
Need Help?
Support: https://www.consio.ai/contact-us
Book a demo: https://www.consio.ai/demo