The phone call arrives in the queue as a ticket, not a sticky note
GreetKeeper's webhook, caught by a Zap on a paid Zapier plan, creates a ticket with a requester, a subject and the transcript link. Your agents work it the way they work email.
Caller
“My login stopped working over the weekend. I've tried resetting twice. Account is under the company email.”
What happened next
- Call captured with the caller's email and the fault described
- Zendesk ticket created with the reason for calling as the description
- Ticket tagged phone and routed to the tier-one group unassigned
How GreetKeeper connects to Zendesk
Three states, and we publish the one that is true rather than the one that reads best.
| Tool | How it connects | What that means |
|---|---|---|
| Zendesk | Through Zapier |
What Zendesk does with a ticket
Zendesk is customer support software. Every request becomes a ticket with a requester, a status, a group and an assignee, and agents work from views built on those fields.
Its Zapier app can create a ticket, search for an existing user and add a comment to a ticket that already exists. Those three cover almost every phone case.
The value of putting calls in here is measurement. Once phone requests are tickets, they appear in the same reports as email and chat, and you can finally see how much of your support load arrives by voice.
Where the ticket lands
In your queue, with a requester attached and the call written into it.
The subject is best kept short and specific, taken from what the caller wanted. The description carries the reason for calling and the outcome. The transcript link goes into a private comment, so agents can open the call without the customer seeing a raw log.
Set the requester from the caller's email where you have one. If you do not, Zendesk needs something, so many teams create the ticket under a generic phone requester and correct it once an agent makes contact.
Tag the ticket as phone at creation. That single tag is what lets you filter your views and prove later how many tickets started as a call.
Creating the first ticket
Decide your requester rule before you build anything. It is the only awkward part.
Catch the webhook, then connect Zendesk with an agent account and token
Open the Zap with Webhooks by Zapier and Catch Hook, and give GreetKeeper the address. For Zendesk, generate an access token in your admin settings. Use an account whose permissions match what the Zap does, not an owner account. Zapier treats both the hook and Zendesk as premium apps, which needs a paid Zapier plan.
Search for the requester by email before creating the ticket
An existing user keeps the ticket on their history. A new email creates a new user, which Zendesk does automatically when you pass one.
Map subject, description and the transcript comment
Short subject, reason for calling as description, transcript link as a private comment. Set status to new and leave the assignee empty so your normal triage rules apply.
Add the phone tag and place a test call
Check the ticket in the agent view, not the Zap preview. Confirm the tag is there and that your triggers fired the way they do for email.
Where this stops
Questions about Zendesk and GreetKeeper
What if the caller does not give an email?
Zendesk needs a requester, so most teams use a generic phone requester and put the caller's number in the ticket. An agent corrects it after first contact.
Can a repeat call add to the existing ticket?
Yes, with a search step that looks for an open ticket from the same requester. Found means add a comment, not found means create. It is more work to build but worth it for support teams.
Will the customer see the transcript?
Only if you put the link in a public comment. Send it as a private comment and it stays internal to your agents.
Is a paid Zapier plan required?
Yes, twice over. Zendesk is a premium app in Zapier, and so is Webhooks by Zapier, which catches GreetKeeper's webhook. We have no Zapier app of our own yet.