3CX Zendesk integration

Turn every 3CX call into a Zendesk ticket in real time: incoming, outgoing and missed calls, with call recordings and click-to-call. Your agents keep using any 3CX app: web client, desktop and mobile apps or IP desk phones.

  • A ticket opens for the agent as soon as the call is answered
  • The caller is matched to a Zendesk profile by phone number
  • Call recordings are attached to the ticket when the call ends
  • Missed calls become tickets you can call back in one click
Talk to a Zendesk 3CX expert
Zendesk ticket with a 3CX call recording next to the 3CX mobile app

How it works for your agents

Agents keep using their 3CX apps or desk phones. Every call ends up in Zendesk.
INCOMING CALLS

The ticket is ready before the agent says hello

When a call comes in through 3CX, the integration creates a Zendesk ticket and opens it for the agent who answers.

• The caller is found in Zendesk by phone number, so the agent sees the customer's profile and history right away
• New numbers get a new user profile automatically
• The call recording is attached to the ticket when the call ends, with who called, who answered and when
Zendesk ticket created from an incoming 3CX call, with call recording and call details
Zendesk Missed calls view with tickets created from missed 3CX calls
MISSED CALLS

No missed call gets lost

Every missed call, in a queue or to a specific agent, is registered in Zendesk as a ticket. Your team works through them in a dedicated view like any other request.

• The ticket shows the caller's number and links to the user profile, creating one for unknown numbers
• Call back right from the missed call ticket in one click
• Use Zendesk views, SLAs and triggers to make sure each caller gets a call back
OUTBOUND CALLS

Call customers from the ticket

Agents start a call from the ticket's reply menu. 3CX rings the agent's own phone or app first, then dials the customer.

• The outbound call is recorded and added to the ticket as a voice comment
• Works with the 3CX web client, desktop and mobile apps and IP desk phones
• Schedule a call back and keep the whole conversation history in one ticket
Get a demo
Call menu in a Zendesk ticket for click-to-call through 3CX
3CX Zendesk Connector Features
Everything your agents need to handle phone support in Zendesk
  • Real-time tickets
    A ticket is created and opened for the agent the moment a call is answered
  • Caller lookup and auto-merge
    Finds the Zendesk user by caller ID, creates a profile for new numbers and merges duplicates
  • Call recordings
    Recordings are attached at the end of the call and play right in the ticket
  • Click to call
    Call the customer from the ticket; the call is recorded and saved as a voice comment
  • Missed calls
    Missed calls in queues and by agent are logged as tickets, so nobody is left without a call back
  • AI transcripts and summary
    Call transcript and short summary added to the ticket (3CX Enterprise)
  • Multiple 3CX instances
    Connect several 3CX systems to one Zendesk account
  • Runs on your 3CX server
    Uses 3CX WebAPI and Webhook, installed as a Windows service or Debian daemon

3CX Zendesk screenshots

3CX Zendesk integration video

Native 3CX template vs. Creomate integration

The built-in 3CX CRM template for Zendesk covers basic caller lookup. The Creomate + OAPPS integration adds tickets, recordings and call control.
Feature
Native 3CX Zendesk template
3CX Zendesk integration by Creomate & OAPPS
Real-time ticket creation
Call recordings in the ticket
Missed calls in queues and by agent
Outbound calls from Zendesk
User lookup and auto-merge
AI transcripts and summary (3CX Enterprise)
Multiple 3CX instances
Add-on
Customizations
On request
What the solution includes
You install WebAPI and Webhook on your 3CX server. OAPPS, a certified Zendesk partner, sets up the Zendesk side.

Pricing

The Zendesk app is licensed by OAPPS at a flat monthly rate, billed annually. Small teams can instead pay $3.5 per agent per month through the Zendesk Marketplace. On the 3CX side you need the Creomate WebAPI + Webhook bundle.
Beginner
— Up to 20 agents
— One 3CX instance
— Flat rate
$59
per month, billed annually
Professional
— Up to 50 agents
— One 3CX instance
— Flat rate
$99
per month, billed annually
Leader
— More than 50 agents
— Several 3CX instances
— Flat rate
$199
per month, billed annually
Ask for a quote

FAQ

How to start

1. Book a call with us to discuss your setup, or email your requirements to info@creomate.com.
2. Install WebAPI and Webhook on your 3CX server. A 15-day trial is available.
3. OAPPS connects your Zendesk, and the first calls appear as tickets.
Talk to a Zendesk 3CX expert 3CX WebAPI pricing