> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

<AgentInstructions>

## Submitting Feedback

If you encounter incorrect, outdated, or confusing documentation on this page, submit feedback:

POST https://docs.poly.ai/feedback

```json
{
  "path": "/integrations/zendesk",
  "feedback": "Description of the issue"
}
```

Only submit feedback when you have something specific and actionable to report.

</AgentInstructions>

# Zendesk Talk

> Connect to Zendesk Talk to route inbound calls and hand off calls to live agents through SIP.

Route calls through Zendesk Talk and hand off to Zendesk agents through SIP. This integration handles inbound calls with agent escalation.

<Note>Zendesk Talk is available from **Configure > Integrations** in Agent Studio under **Telephony**. For Zendesk CRM integration, see the CRM section in Agent Studio.</Note>

## Call flow

1. A caller dials a number linked to a [Zendesk account](https://support.zendesk.com/hc/en-us/articles/4408884056346-Introduction-Getting-started-with-Zendesk-Support).
2. Zendesk uses the [Overflow](https://support.zendesk.com/hc/en-us/articles/4408832017690-Managing-overflow-calls-and-after-hours-routing-with-Talk) feature to redirect the call to PolyAI. This requires a phone number from a [SIP provider](https://www.techtarget.com/searchunifiedcommunications/definition/Session-Initiation-Protocol) such as [Twilio](https://www.twilio.com/sip-trunking) or [Gamma](https://gammagroup.co/products/sip-trunking-call-management/).
3. Twilio converts the [PSTN](https://www.techtarget.com/searchnetworking/definition/PSTN) call to [SIP](https://www.ietf.org/rfc/rfc3261.txt) and sends it to PolyAI.
4. PolyAI initiates a [SIP INVITE](https://datatracker.ietf.org/doc/html/rfc3261#section-13) to an outbound integration, routing the call to a SIP URI provided by Zendesk.
5. Zendesk agents receive the call. If a ticket exists, they see its ID with the `X-Zendesk-Ticket-Id` SIP header.

## Setup

### Configure PSTN forwarding

Zendesk numbers route calls internally by default. To send calls to PolyAI, enable Overflow.

1. Create an empty agent group in Zendesk Talk.
2. Set the inbound number to route only to this group.
3. Configure Overflow to forward calls:
   * If no agents are available (the group is empty, so this is always the case).
   * Outside business hours.
4. Disable voicemail for this number.

### Enable SIP in Zendesk

Zendesk requires SIP to send calls to external systems.

1. In Zendesk, go to **Admin Center**.
2. Select **Channels → Talk → Lines**.
3. Click **Add Line → Add SIP Line**.
4. Register a SIP address. Name it to match the client or project.
5. Add PolyAI's IP address range to your allowlist to permit SIP traffic.

### Create the outbound integration

Once PSTN forwarding and SIP are configured, contact your PolyAI account manager to set up the outbound integration. PolyAI will configure the SIP routing to connect your Zendesk environment.

## Handoff using the outbound integration

Once the SIP address is set up and verified, PolyAI can hand off calls to Zendesk agents.

<Note>
  For detailed handoff configuration, see [Call handoffs](/call-handoff/introduction). Your PolyAI representative can help with Zendesk-specific routing requirements.
</Note>

## Related pages

<CardGroup cols={2}>
  <Card title="Call handoffs" href="/call-handoff/introduction" icon="phone-arrow-right">
    Configure call routing and agent escalation.
  </Card>

  <Card title="Voice integrations" href="/integrations/voice/introduction" icon="headset">
    Browse other telephony integrations.
  </Card>
</CardGroup>