Voice is a black hole
Phone conversations never make it into the CRM, so the next agent starts from zero.
Solutions — Customer Service
Phone support that lives in the ticket.
Voice is still where hard problems get solved. We wire telephony and IVR into Zendesk so callers reach the right agent and every call becomes part of the record.
01 — What it is
Telephony & IVR Routing, in plain terms.
Telephony and IVR routing brings phone support into the same system as everything else. Instead of a disconnected phone tree, callers move through an IVR menu that routes them by need to the right agent or group, and every call — recording, duration, outcome — is logged against the customer in Zendesk. We design the menus, the routing logic, and the integration so voice stops being a silo.
02 — The problems it solves
Sound familiar?
Callers get bounced
A rigid phone tree sends people to the wrong department, then makes them repeat everything.
No visibility into calls
Leadership can measure tickets but not call volume, wait times, or outcomes.
03 — How we implement it
From scope to live.
Design the call flow
We map the menu tree callers should hear, the routing behind each option, and the fallbacks for after-hours and overflow.
Configure routing
Skills-based and priority routing so calls reach the agent best equipped to handle them, not just the next available one.
Integrate with Zendesk
Calls create or attach to tickets automatically, with recordings and metadata on the customer record.
Tune with data
We watch queue times, abandonment, and menu drop-off, then refine the tree so callers reach help faster.
04 — Common questions
Telephony & IVR Routing, answered.
Can Zendesk handle phone support?
Yes — Zendesk supports voice channels with IVR, call routing, and recording, all tied to the ticket and customer record. We design the menu tree and routing logic and integrate it so calls are logged automatically.
What is IVR routing?
IVR (interactive voice response) routing is the automated menu that greets callers and directs them — by the options they choose or data about them — to the right agent or queue, reducing transfers and wait times.
Will calls be recorded in the CRM?
Yes. A properly integrated telephony setup attaches call recordings, duration, and outcome to the customer record, so the full support history — voice included — lives in one place.
Related: Zendesk implementation & managed CX · All solutions · Talk to us
Interested in getting this set up in Zendesk?
Implementation, migration, and managed CX from a Zendesk Premier Partner.
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