What steps are involved in configuring and maintaining the Zendesk–MyOperator integration?

Quick answer — Share your Zendesk subdomain and API token, plus your MyOperator service number, with Support for backend enablement. Then, validate auto-ticketing (answered vs missed) and keep agent emails synchronised across both systems so assignment stays accurate.

• Every answered or missed call fires a webhook to Zendesk
• Answered call → ticket assigned to the answering agent (email match).
• Missed call → ticket assigned to a fallback group (Admin by default).
• When you add or edit agents, you must request a user-sync so email matching remains intact.

When should I use this guide?

Use it if you need to set up or troubleshoot the Zendesk–MyOperator integration, understand ticket-creation logic, or confirm that agent assignment and call metadata are working as expected.

What this integration does

• Auto-creates Zendesk tickets for calls handled via MyOperator.
• Assignment logic (typical):
• Answered calls → ticket assigned to the answering agent.
• Missed calls → ticket assigned to admin or a specified group.
• Adds call context: direction, numbers, time, duration, optional recording link, and MyOperator call ID as a custom field.
• Ticket fields auto-filled: Caller number, agent, direction, duration, recording URL.

Prerequisites

• Your Zendesk subdomain (e.g., acme.zendesk.com).
• A Zendesk API token (Admin generates in Zendesk).
• Your MyOperator service number.
• Agent emails match in Zendesk and MyOperator.
• MyOperator SUV plan (and above) is enabled.
• (Recommended) A test contact and test number for validation.
• MyOperator → Feature Flags: In-Call and After-Call webhooks ON.
• Zendesk API token: Admin → Channels → API = Active.
• Fallback group in Zendesk (optional): “Voice-Missed-Calls”.

How to generate a Zendesk API token

1. In Zendesk Admin Centre, go to Apps and integrations → APIs → Zendesk API.
2. Enable Token Access and click Add API token.
3. Copy the token and store it securely (you’ll only see it once).
4. Rotate the token periodically and after any compromise.

Why each item matters

Security and data mapping

Token handling:

• Share tokens only via your approved secure channel.
• Prefer a dedicated integration token; rotate at least quarterly.
• Revoke old tokens after rotation and inform Support to update the backend.

Typical ticket field mapping (illustrative):

Step-by-step setup

STEP 1 — PREPARE

• Zendesk subdomain
• Zendesk API token
• MyOperator service number
• Agent emails aligned across Zendesk/MyOperator
• MyOperator Pro plan

STEP 2 — SHARE DETAILS WITH MYOPERATOR SUPPORT

Send the following to support@myoperator.com

• Subdomain
• API token
• Service number
• Desired fallback group (if any)

STEP 3 — BACKEND CONFIGURATION BY MYOPERATOR

The tech team configures:

• API authentication to Zendesk
• Call-to-ticket logic (answered → agent; missed → admin/group)
• User mapping by email; tags/fields per your preferences

STEP 4 — ACKNOWLEDGE AND MOVE TO VALIDATION

Support confirms when the backend setup is completed.

Validate the integration

Run these checks with one answered and one missed call.

(If recording is enabled) Ensure the recording link is present. Repeat with a second agent to validate the mapping.

Expected outcomes and success checklist

• Every MyOperator call results in a Zendesk ticket with call metadata.
• Answered calls are assigned to the answering agent; missed calls are assigned to the admin or specified group.
• Tags/fields appear consistently; optional recording links are included.

Success checklist

• Tickets appear for both answered and missed tests.
• Assignee matches the agent for answered calls.
• Tags/fields match your requested configuration.

Edge cases and limitations (When does it NOT work?)

• Rate limits (HTTP 429): Zendesk API has limits—stagger bulk calls or coordinate throttling.
• Token rotation: Update Support immediately after rotation to avoid failures.
• Partial routing: If only some calls traverse MyOperator, only those will be ticketed.
• Recording links: Subject to plan and policy; allowlist URLs if your org restricts external links.
• Agent mismatch: Tickets are assigned incorrectly if emails don’t match—keep directories aligned.

Troubleshooting and escalation

Need help? Email support@myoperator.com with call UID, timestamp, agent emails, example numbers, screenshots, and Zendesk ticket ID.

Keywords: Zendesk integration, MyOperator, call-to-ticket, auto-ticketing, agent assignment, missed call routing, recording link, API token, subdomain, email mapping

Updated on: 13/01/2026