Making calls by clicking a phone number in Support

You can let agents make outbound calls by clicking a phone number in a ticket or a user profile in Zendesk Support.

Calling from a user profile:

Calling from a ticket:

How it works

The phone numbers in tickets and profiles are activated by installing a Zendesk app that listens to the voice.dialout event in the Zendesk Apps framework. See Talk Partner Edition events in the framework docs.

When a user clicks a phone number in a ticket or user profile, the voice.dialout event fires and returns an event payload such as the following:

{
  "number": "[phone]",
  "from": "user_phone_identity",
  "userId": 123,
  "ticketId": 123
}

Use the data (specified as e in the following example) to initiate an outbound call:

client.on('voice.dialout', function(e) {
  makeCall(e);
});

See Working with events in the framework docs.

You can use the optional voice.error event to handle errors. The voice.error event fires when something goes wrong with the voice.dialout event. For example, if the TPE subscription is not available for the current account, the voice.error event fires and returns the following payload:

{
  "code": 1,
  "message": "Forbidden: check Talk Partner Edition subscription"
}

Sample app

See the Talk Partner Sample App on GitHub. The app listens to voice.dialout and voice.error and displays their payload.