Click-to-call inside Zendesk solves that problem by turning every phone number in a ticket, contact, or lead view into a one-click action. No more copy-paste. No more switching tabs. Agents can call directly from where they’re already working, while the system handles logging, ticket linking, and even call recording behind the scenes.
In this guide, you’ll get a clear breakdown of how click-to-call works inside Zendesk, how to set it up with tools like Voiso or Zendesk Talk, and what changes once it’s active. Whether you’re responsible for implementation or looking to optimize your team’s workflow, this article gives you the exact steps, tools, and tips you need.
Let’s start by defining how click-to-call functions within Zendesk — and why it’s not just a shortcut, but a smarter way to manage voice interactions.
What is click-to-call in Zendesk (and how does it work)?
Click-to-call in Zendesk refers to the ability to initiate a phone call directly from within the Zendesk interface by clicking a phone number without manual dialing. It’s a UI-level interaction that ties Zendesk’s CRM records to a dialer, streamlining voice communications for support and sales teams.
At its core, click-to-call connects a clickable phone icon or hyperlink (often rendered via tel: protocol or embedded dialer widgets) to a calling platform. When an agent clicks a number from a Ticket Sidebar, Contact Panel, or User Profile, the integrated dialer — whether Zendesk Talk or a third-party CTI like Voiso — launches the call automatically.
Where click-to-call appears in Zendesk
Once configured, click-to-call functionality surfaces in multiple parts of the Zendesk Support UI:
- Ticket sidebar: Phone numbers listed in requester or organization fields are clickable.
- Contact panel: Within a user’s profile, any field marked as a phone number becomes an active call link.
- Customer lists or views: For agents using custom views or apps, clickable numbers may appear in columns alongside user data.
Depending on the setup, clicking these numbers opens either a native call console (like Zendesk Talk) or a custom CTI widget embedded in the interface.
Why use Click-to-Call in Zendesk?
Click-to-call in Zendesk is a workflow upgrade that directly impacts the KPIs that matter most: ticket close time, agent productivity, and customer satisfaction (CSAT). By removing manual steps and syncing voice with ticket data, teams handle calls faster, with more context, and less room for error.
No more manual dialing or switching systems
Click-to-call eliminates the need to copy numbers from Zendesk and dial them manually in another app or device. Agents work entirely within the Zendesk workspace, saving time on every call and reducing misdials. It also prevents context-switching, which often leads to longer handle times and dropped details.
Every call automatically linked to the right ticket
With click-to-call, each outbound call is immediately tied to an existing ticket, and inbound calls are matched based on the requester’s number. This automatic association means agents no longer need to manually log calls or track down related tickets later. Supervisors get clean, consistent records without extra admin work.
Real-time caller info, no delay
As soon as a call connects, the agent sees a screen pop with the customer’s profile, ticket history, and custom fields — often before they even say “hello.” This immediate context helps agents start the conversation on the right foot, ask smarter questions, and resolve issues in fewer steps.
Boost First-Call Resolution (FCR)
When agents have full ticket and user context from the start, they solve problems faster. That leads to fewer follow-ups, shorter resolution times, and a better experience for the customer. Over time, this translates into measurable improvements in FCR rates and ticket throughput.
Built-in automation, call logging, and QA visibility
Advanced click-to-call integrations like Voiso go further by automatically logging call notes, recordings, and durations into the Zendesk ticket. Supervisors can review these calls for quality assurance, coach agents on performance, or trigger automated follow-ups — all without leaving the platform.
What are your options for click-to-call in Zendesk?
Click-to-call in Zendesk can be activated using either Zendesk’s native tools or third-party integrations. The right option depends on your team size, workflow complexity, and the level of insight or automation you need from voice interactions.
Option 1: Zendesk Talk (native dialer)
Zendesk Talk is the built-in voice solution designed to work seamlessly inside Zendesk Support. It’s best suited for smaller teams, help desks, or companies already embedded in the Zendesk ecosystem and looking for a quick, simple setup.
With Zendesk Talk, click-to-call is available out of the box. Agents can click on any phone number in the Ticket Sidebar or User Profile, which opens the Talk call console — a lightweight dialer that launches inside the agent workspace.
Zendesk Talk automatically logs calls to tickets, records voicemails, and offers basic call routing features. However, it’s limited to voice only (no SMS or omnichannel voice follow-up) and offers fewer analytics or workflow automations. Customization is minimal, and advanced functions like local number masking or AI call summaries aren’t available.
Best for:
- Teams that use only Zendesk Support
- Simple, inbound-heavy call volumes
- Admins seeking fast native setup without third-party tools
Limitations:
- Voice only (no SMS, no outbound campaign tools)
- Minimal AI or analytics capabilities
- Not ideal for large-scale operations or global dialing needs
Option 2: third-party CTI integrations (e.g., Voiso)
Third-party CTI tools like Voiso offer a more advanced, flexible option for click-to-call inside Zendesk. These platforms embed directly into the agent interface using Zendesk’s App Framework, delivering an in-browser softphone with full call controls, AI-powered features, and customization options.
Voiso supports both Zendesk Support and Zendesk Sell, enabling unified workflows across support, sales, and account management teams. It brings capabilities like number masking for outbound calls, local presence dialing, AI call summaries, SMS follow-ups, and outbound campaign management.
Because these tools operate as fully-featured CTI platforms, they’re a better fit for contact centers, financial services, or any team working in a regulated environment or scaling across multiple markets.
Best for:
- Mid-sized to enterprise teams
- Environments requiring AI, compliance tools, and call routing logic
- Teams that need multi-channel capabilities (voice + SMS) or Zendesk Sell integration
Advantages:
- Embeds in Zendesk with full softphone controls
- AI-powered summaries, sentiment analysis, QA metrics
- Number masking, custom caller ID, IVR routing, SMS triggers
- Strong compatibility with complex workflows
How to set up click-to-call in Zendesk (step-by-step)
Setting up click-to-call in Zendesk only takes a few steps, but each one matters for ensuring the integration runs smoothly across your team. Whether you’re deploying Zendesk Talk or a third-party CTI like Voiso, the key is getting the technical foundation right — from field mapping to testing call behavior in the UI.
Step 1: choose your calling platform
Start by selecting the dialer that fits your team’s needs.
- Zendesk Talk is built-in and quick to launch, ideal for small teams or simple inbound workflows.
- Third-party CTIs like Voiso provide more flexibility, richer analytics, and outbound support — especially helpful for larger teams or those using Zendesk Sell.
Tip: Whichever platform you choose, make sure phone numbers are stored in the User Profile under the standard Phone field or custom fields recognized by your dialer. Improper formatting or misplacement is one of the most common setup issues.
Step 2: install and authorize integration
For CTI solutions like Voiso, follow these steps:
- Go to the Zendesk Marketplace and search for the Voiso app — or use a direct install link from your provider.
- Click Install, and select the appropriate Zendesk instance.
- During installation, grant the required admin permissions.
- After installation, log in using your Voiso credentials to connect your dialer to Zendesk.
- Confirm the Voiso softphone now appears in the App Panel on the right side of the agent workspace.
Tip: Without proper admin rights, the softphone won’t initialize for agents. Always verify access levels during install.
Step 3: map fields and call routing settings
Now map key Zendesk fields to make click-to-call functional:
- Ensure the ticket requester field and user profile phone fields are linked to the dialer input.
- Set up call routing rules based on agent availability, skills, or department using your CTI’s settings panel.
- For more advanced setups, configure:
- IVRs or menu routing
- Number masking (to hide agent numbers)
- Local presence dialing (to use local area codes for outbound)
Tip: Each of these helps ensure your agents reach the right contact, with the right context, using the right number.
Step 4: test a call from Zendesk UI
Before going live, run a full test from inside Zendesk:
- Open a test ticket with a valid phone number in the requester’s profile.
- Click the phone icon or link in the Ticket Sidebar or User Profile.
- Confirm:
- The call connects through your chosen dialer
- A screen pop appears with the customer profile
- The call is logged to the correct ticket
- Duration, disposition, and notes are recorded automatically
If something’s missing — like no call log or no softphone UI — double-check field mapping, integration permissions, and authentication status in both Zendesk and the dialer’s dashboard.
What to expect once it’s live
Once click-to-call is fully set up in Zendesk, agents and supervisors will notice immediate changes in how voice interactions fit into their workflow, both visually and operationally.
Agents see clickable phone icons where they work
After activation, phone numbers in the Ticket Sidebar, User Profile, or Customer Lists display as clickable icons or links. One click launches the dialer — either Zendesk Talk or a third-party CTI — without ever leaving the workspace.
There’s no need to copy-paste or search for contact details. Calls begin instantly from where agents already spend their time.
Calls are automatically linked to tickets
For both outbound and inbound calls, the system automatically ties the conversation to the correct Zendesk ticket. That means no missed call records, no manual logging, and no lost context.
If a new call comes in without a matching open ticket, a new one is created automatically. Everything stays organized, searchable, and audit-ready.
Call data is logged instantly
Agents don’t need to remember to write down call times or outcomes. Once the call ends, the following are logged in the ticket:
- Call duration
- Time and date
- Recording link (if enabled)
- Notes added during or after the call
This gives supervisors and QA teams a consistent data trail across every customer conversation.
AI enhancements add extra context
For teams using platforms like Voiso, calls come with additional layers of intelligence:
- AI-generated summaries of the conversation
- Sentiment scores based on tone and keywords
- Topic tagging for faster QA review
- Full transcripts searchable inside the ticket
These tools help supervisors review interactions faster and identify trends or agent coaching needs without manually listening to every call.
Supervisors gain real-time oversight
Click-to-call integrations also enhance visibility at the management level. With Voiso, for example, supervisors can:
- View live call activity and agent availability in real time
- Drill down into ticket-linked call logs
- Track KPIs like average call duration or resolution time
- Use QA dashboards to score agent performance
Final thoughts: make every call count in Zendesk
Click-to-call helps remove friction from every step of the agent experience. By launching calls directly from Zendesk and tying them to ticket data, teams close tickets faster, reduce context-switching, and gain more control over each interaction.
But the real value shows up when click-to-call is paired with a smart dialer like Voiso. With AI-powered summaries, automated logging, sentiment scoring, and supervisor-ready dashboards, Voiso turns voice into a fully trackable, searchable, and coachable channel — without adding complexity for your agents.
| CTA: Turn every call into a smarter, faster interaction.
Explore Voiso’s Zendesk integration |
FAQs about Zendesk Click-to-Call
Can I use click-to-call in Zendesk without Zendesk Talk?
Yes. Zendesk Talk is just one option. You can use third-party CTI integrations like Voiso to enable click-to-call functionality inside Zendesk. These integrations embed a softphone directly into the Zendesk interface and offer more advanced features than Talk, including outbound campaign tools, number masking, and AI call analysis.
Does click-to-call work in Zendesk Sell and Support?
It does — if your CTI integration supports both products. Platforms like Voiso offer click-to-call capabilities in both Zendesk Support and Zendesk Sell, allowing sales and service teams to work from the same voice infrastructure while keeping calls tied to the right records.
What happens if the customer doesn’t have a phone number in their profile?
Click-to-call requires a valid phone number field to function. If the Phone field in the User Profile is empty or formatted incorrectly, no click-to-call icon will appear. It’s best to verify phone data during lead capture or import processes to ensure numbers are stored in the right format and location.
Can I use VoIP or SIP phones with Zendesk?
Yes. Most CTI integrations — including Voiso — are built on WebRTC, which supports in-browser VoIP calling without extra hardware. If you prefer using SIP phones, some platforms offer hybrid options where SIP devices can be registered and managed alongside browser-based calls. Zendesk Talk also supports SIP endpoints with limited configuration.
Is click-to-call HIPAA or GDPR compliant?
Click-to-call can be compliant with HIPAA and GDPR, but it depends on how your dialer handles call data. Voiso, for example, supports compliance through features like secure call recording, encryption, data masking, and region-specific data storage. Always verify that your integration meets your organization’s legal and regulatory requirements before rollout.
