Lookup and record display
The caller is identified while the phone rings. The screen pop opens the ticket, the profile or a ticket selector, with separate settings for inbound and outbound calls.
3CX + Zendesk integration
Hosted Connector
Keep the call context with the Zendesk ticket. Give agents a clearer connection between a phone conversation and the support work it creates. Configure caller lookup, ticket handling and supported call-event notes around your team’s Zendesk process.
Configure what happens during and after a call
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Automatic contacts and tickets
The contact and ticket are created on answer or at the end of the call, optionally for an extension range. Outbound calls can reuse the caller's open ticket.
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Notes at every step
Public or internal notes for start, answer, transfer, close, missed call and recording, with templates.
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Recording in the ticket
The recording is uploaded to the ticket, with optional MP3 compression, and the ticket can be closed automatically.
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Tags and groups
Default, group, user and call-type tags, and mapping of 3CX queues to Zendesk groups with auto-map.
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Chat and voicemail
3CX chats create tickets and voicemail is detected. 3CX AI analysis is added to the logged activity when enabled.
How it works
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Connect
We connect your Zendesk account and your 3CX.
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3CX template
The CRM template is uploaded to your 3CX.
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Configuration
We configure behaviours, notes, tags and groups to match the way you work.
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Agents
Each agent enters their 3CX extension in their Zendesk profile.
Integration features
- Caller lookup Yes
- Identify the caller and display their record on incoming and outgoing calls.
- Email lookup No
- Find contacts by email address for live chat and email conversations.
- Contact search No
- Search your CRM from the 3CX dialler and contacts page.
- Create contact Yes
- Create a CRM record straight from the 3CX client.
- Call logging Yes
- Every call is logged in the CRM when it ends.
- Chat and SMS logging Yes
- Chat conversations and SMS are logged when they close.
- 3CX AI analysis Yes
- When 3CX AI analysis is enabled, the transcript, summary, sentiment and recording link are added to the logged activity.
Before setup
We confirm your 3CX version and licence, required API access, application permissions and selected features. Advanced call control, Click2Call, routing and AI functions can have additional requirements. The product’s available settings determine which records and events are processed.
Frequently asked questions
Is a ticket created for every call?
Yes, on answer or at the end of the call, as you prefer, and optionally for an extension range only. For outbound calls, the connector can also reuse the caller's open ticket.
What does the screen pop show when the phone rings?
The caller is identified while the phone rings, and the screen pop opens the ticket, the user profile or a ticket selector. Inbound and outbound calls have separate settings.
Are notes public or internal?
You choose for each step: start, answer, transfer, close, missed call and recording. Templates let you adapt the wording of each note to the way you work.
Is the recording attached to the ticket?
Yes. It is uploaded directly to the ticket, with optional MP3 compression. The ticket can then be closed automatically if you wish.
Are tickets assigned to the right group?
Yes. 3CX queues are mapped to Zendesk groups, with auto-map to speed up configuration. Default, group, user and call-type tags also make sorting and reporting easier.
Are chats and voicemail supported?
Yes. 3CX conversations create tickets in Zendesk as well, and voicemail messages are detected. Your agents can find these conversations in Zendesk.
Is 3CX AI analysis included?
Yes. When 3CX built-in AI analysis is enabled, the transcription, summary, sentiment and recording link are added to the logged activity. Your agents can read the summary, then check the recording for a specific detail.
Does this integration support email lookup or contact search?
No. Those functions are not included in this connector’s current feature set.
What do our agents need to do?
Each agent enters their 3CX extension in an Extension field on their Zendesk profile. You also need 3CX V20 Pro or AI with CRM integration enabled and a Zendesk agent login; we take care of the rest of the configuration.
Make phone support easier to follow in Zendesk
Tell us how your queues, groups and tickets work today. We’ll help configure the relevant call events and ticket behaviour.
Your Zendesk inquiry
Request a demo or a quote, or send us your questions.
Posts about Zendesk
IntegrationsConnecting 3CX to a CRM: what to check before you start
Caller lookup, activity logging and click-to-call are different capabilities. Learn how to describe the workflow you need and check which parts a specific integration supports.
4 min read
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