Articles on: MyOperator

What steps are involved in configuring the integration of Zendesk with MyOperator?

MyOperator + Zendesk 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.


• Applies to: Zendesk Support (latest) & MyOperator Web Dashboard



1. 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.



2. 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.


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.



Watch the video walkthrough


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3. Why each item matters


Requirement

Why is it needed

Sub-domain

Namespaces every Zendesk API call.

API token

Authenticates ticket create/update.

Service number

Links call SIDs to your MyOperator account.

E-mail match

Drives automatic ticket assignment to the answering agent.

SUV and above plan

Unlocks webhooks & recording features in MyOperator.



4. Security & 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):


MyOperator attribute

Zendesk ticket field

Notes

Call direction (Inbound/Outbound)

Custom field or tag

Used for reporting and triggers

Caller / Callee number

Description/custom field

Included in the ticket body or fields

Agent email (answering)

Assignee

Email matches, maps to the correct agent

Call start & duration

Description/time fields

Stored for context and SLAs

Recording URL (if enabled)

Comment/attachment

Subject to plan & policy

MyOperator call ID

Custom field

Useful for cross-system references



5. 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


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 & move to validation


Support confirms when the backend setup is completed.



6. Validate the integration


Run these checks with one answered and one missed call.


  1. Place a test incoming call to your MyOperator service number.
  2. Answer the call as an agent mapped by email.
  3. In Zendesk, confirm a new ticket is created and assigned to the answering agent, with call details and tags.
  4. Place another call and don’t answer. Confirm a ticket is created and assigned to the admin (or the configured group).
  5. (If recording is enabled) Ensure the recording link is present.
  6. Repeat with a second agent to validate the mapping.



7. Expected outcomes & success checks


  • 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.



8. Edge cases & limitations


  • 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.



9. Troubleshooting


Symptom

Likely cause

Fix

No tickets created

Invalid/expired API token; backend not enabled

Re-generate token; ask Support to re-enable

Tickets assigned to the wrong person

Email mismatch between systems

Align emails; request user sync

Only missed (or only answered) tickets appear

Partial routing via MyOperator

Ensure both directions traverse MyOperator

Recording link missing

The plan doesn’t include recording or a link blocked

Enable recording; allowlist URL if required

429 responses from Zendesk

API rate limits hit

Throttle; add retry/backoff logic via Support


Still stuck? Email support@myoperator.com with timestamps, agent emails, example numbers, and screenshots.



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

Updated on: 12/01/2026