ElevenLabs Agents

AI voice agents that work inside your Zendesk support

ElevenLabs Agents connects natural-sounding AI voice and chat agents to Zendesk Support. Your agents can answer customer calls, look up the caller's tickets and account, and log every conversation back to Zendesk. Your team keeps one system of record and one view of every customer.

Use it to handle routine calls without a queue, give your human agents full context when a case needs them, and test an AI agent on real tickets before it speaks to a customer.

Key features

• Voice support connected to your tickets. During a call, the agent can search tickets, users and organizations, check the status of an open case, and continue from earlier conversations.

• Ticket creation and updates. The agent opens tickets with subject, description, priority, requester details and custom fields. It can add public or internal comments and apply tags that feed your existing triggers and routing.

• Handoff to your team. When a case needs a person, the agent creates or updates the ticket and routes it to the right group or assignee, so customers don't have to repeat themselves.

• Replies to incoming tickets. Connect a Zendesk trigger and the agent can respond to new ticket comments as first-line support, with a daily ticket limit you set.

• Shadow mode. The agent drafts replies as internal notes that only your team can see. Compare them with your team's replies, then go live when you're confident.

• Reads images and PDFs. With file attachments turned on, the agent can read screenshots and documents customers attach to tickets.

• You decide what it can do. More than 30 Zendesk actions are available, each enabled separately. A triage agent can be read-only; a full-service agent can create and update tickets.

Common use cases

• Order status, account and billing questions by phone, with each call logged as a ticket

• After-hours phone support that leaves tickets ready for your team in the morning

• Follow-up calls where the agent reviews the customer's ticket history first

• Outbound reminders and follow-ups, with outcomes recorded in Zendesk

• First-line triage of email and messaging tickets, starting in shadow mode

Security and data

• Connects with Zendesk OAuth. Write access is limited to tickets, users, webhooks and triggers. The connection never has more access than the Zendesk user who authorized it.

• ElevenLabs calls the Zendesk API only when a trigger fires or an agent uses a Zendesk action. It does not poll your account or export data in bulk.

• Conversation data follows the retention and privacy settings on your ElevenLabs agent.

• See exactly which Zendesk fields are read, stored or written: https://elevenlabs.io/docs/eleven-agents/customization/integrations/zendesk#data-disclosure

Support

Documentation: https://elevenlabs.io/docs/eleven-agents/customization/integrations/zendesk

Help Center: https://elevenlabs.io/docs/help-center/help-center-directory