Seth can create a Zendesk ticket for your phone calls. Your customers call, Seth handles the conversation, and the calls that need your team land in Zendesk with a summary, the full transcript and a link to the call in Ringly.
Who this is for
You're a Shopify brand that uses Zendesk for customer support, and you want phone calls in the same place as your email and chat tickets.
What you get
Calls that need a person become tickets. When Seth hands a caller over to your team, or a caller asks to cancel an order, the ticket lands open in your queue. If the caller gave an email address, the ticket is filed as their own request, so they can reply to it like any other ticket.
Every call can become a ticket. Turn on Create a ticket for every call and the calls Seth handled come in too, already solved, as a record.
Summary and transcript on every ticket. A short summary for quick triage, the full transcript and a link to the call in Ringly. These sit in a private note that only your team sees.
Tags for views and triggers. Each ticket is tagged
seth_ai_call, plus the call outcome (resolved,unresolved,transferred,escalatedorunclear) and the call category (likewismoorreturns).No extra Zendesk cost.
How to connect
Open your Seth and go to the Integrations tab.
Under Add a help desk, click Connect on the Zendesk card.
Type your Zendesk subdomain. That's the first part of your Zendesk address: if you log in at
yourstore.zendesk.com, typeyourstore.Click Continue. Zendesk asks you to approve the connection. Sign in with a Zendesk admin login if it asks.
Click Allow. You land back on the Integrations tab with "Zendesk is connected. Seth now creates tickets there."
Choosing what gets a ticket
Under Zendesk on the Integrations tab there's one switch: Create a ticket for every call. It starts off.
Off: only calls that need a person get a ticket, like when Seth hands a caller over to your team or a caller asks to cancel an order.
On: every call gets a ticket. Escalated and unresolved calls come in open. Resolved, transferred and unclear calls come in already solved, so they don't fill your queue.
What a ticket looks like in Zendesk
A caller who needs your team, and gave an email address. The ticket is open and filed as the caller's own request. The first message is a short public note for the caller: what they asked about, their order number and what happens next. Zendesk sends it to them with your own notification email, the one that says a request was created on their behalf, so they know someone will follow up. Their reply lands in the same ticket. Below it, a private note for your team holds the summary, the transcript and the link to the call.
Every other call. A solved ticket with a private note only. Nobody gets emailed.
Zendesk shows the channel of these tickets as API, not phone. Zendesk sets the channel itself, so use the tags to build views or triggers for Seth's calls.
Disconnecting
On the Integrations tab, click the three dots on the Zendesk row.
Choose Disconnect.
The popup tells you where this Seth's tickets go next: another help desk you've connected, or your email if Zendesk was the only one. Click Disconnect to confirm.
Seth stops creating tickets in Zendesk right away. Tickets already in Zendesk stay there.
Reconnecting
Seth keeps the connection alive on its own, so you normally never touch this. If the connection ever expires or gets revoked, the Zendesk row on the Integrations tab shows Reconnect needed and a Reconnect button. Until you reconnect, calls that need a person go to your email instead of Zendesk. Click Reconnect to approve the connection in Zendesk again.
Using Zendesk next to another help desk
You can connect more than one help desk, for example Zendesk and Gorgias. Connecting one never disconnects another.
Each Seth sends its tickets to one help desk at a time. On the Integrations tab, that one shows Gets tickets. The help desk you connect last takes over. To switch, click Send tickets here on the other one. If you have more than one Seth, each one picks its own.
If you disconnect the help desk that gets tickets, the next help desk connected on that Seth takes over. If there is none, calls that need a person go to your email.
FAQ
Does this cost extra?
No, the Zendesk integration is included in Ringly. You need your own Zendesk account.
Does Seth read or change my existing tickets?
No. It works one way: Seth creates new tickets for its own calls. It can't read, edit, close or reply to your team's tickets.
What does my customer see?
Only callers who need your team and gave an email address get a message: a short note about what they asked, their order number and what happens next, sent by your Zendesk. It ends with a small "Powered by Ringly" line. It doesn't mention AI, and the transcript stays private.
Will I still get escalation emails?
Once Zendesk is connected, escalations arrive as Zendesk tickets instead of emails. If a ticket can't be created for any reason, Seth sends the escalation email instead, so no call that needs your team gets lost.
Will it create duplicate customers?
No. Seth looks the caller up in Zendesk by email and attaches the ticket to their existing profile. It only adds a new customer when there's no match.
What permissions does Seth get?
Just what it needs to create tickets and find or add the customer. You approve them on Zendesk's screen when you connect. Seth has no permission to read your tickets.
Troubleshooting
I get an error after typing my subdomain.
Type only the first part of your Zendesk address, without https:// or .zendesk.com. If you log in at yourstore.zendesk.com, type yourstore.
Calls aren't showing up as tickets.
Check that Zendesk is under Connected without Reconnect needed, and that it shows Gets tickets if you have more than one help desk connected. With Create a ticket for every call off, only calls that need a person get a ticket. Calls from hidden numbers and test calls from the Try Seth panel in your browser are skipped, because there's no phone number to attach them to. To test, call your Seth number from a phone. If tickets still don't show up, disconnect Zendesk, connect it again and let us know.
My customer didn't get an email.
Only callers who need your team and gave an email address get one. It's sent by your own Zendesk notification triggers, so if you changed or turned those off, the email follows your settings.
My phone views don't show Seth's tickets.
Zendesk marks these tickets as API, not phone. Filter on the seth_ai_call tag instead.