SIMBA + Zendesk
Create and update Zendesk tickets during voice conversations.
Zendesk API docsConnect Zendesk with an API token and SIMBA agents can create tickets, update existing ones, add comments, and route to specific groups — all during the call. Customer context (past tickets, account info) is available to the agent in real time.
What agents can do
- Create, update, and search tickets
- Add public or internal comments
- Route tickets to groups or agents
- Pull customer history for context
Common workflows
Inbound support deflection
Tier-1 issues get resolved on the call; anything escalated creates a ticket with full context.
Call-back follow-up
Agent opens a ticket with the call summary and routes to the right group for follow-up.
Setup
- 1In Zendesk Admin, generate an API token.
- 2In SIMBA, add the Zendesk integration with email:token.
- 3Assign zendesk_createTicket and zendesk_addComment tools to your agent.
Example: createTicket tool
POST https://{{subdomain}}.zendesk.com/api/v2/tickets.json
Authorization: Basic base64(email/token:token)
{
"ticket": {
"subject": "{{summary}}",
"comment": { "body": "{{transcript}}" },
"priority": "{{priority}}",
"requester": { "email": "{{caller_email}}" }
}
}Frequently asked questions
Do you support Zendesk Talk?
Yes — you can attach call recordings and transcripts to Talk tickets.
What about Zendesk Chat?
The same agent logic works over voice and chat; Zendesk Chat sessions can flow into the same ticket.
Connect Zendesk in the dashboard
Bring your own credentials. SIMBA stores them server-side and your agents call Zendesk during conversations.