# How does Zendesk integration work?

There are some great features you can use inside Zendesk after integrating it with Toky. To enable Zendesk integration please read [this article](https://tokyapp.zendesk.com/hc/en-us/articles/4402287755153-How-to-enable-Zendesk-Integration-)

#### Click to call inside Zendesk <a href="#click-to-call-inside-zendesk" id="click-to-call-inside-zendesk"></a>

You will see a Toky icon next to customer phone numbers, when you click on it a Toky dial pad will be opened and you can call that contact directly.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-87f16d794c68b8b6a3209aa2a09454615b20d222%2FToky-click-to-call-zendesk_1.gif?alt=media" alt=""><figcaption></figcaption></figure>

You can also send SMS if the number belongs to a mobile phone, you need an SMS-enabled phone number in Toky to do so.

#### Call data automatically logged into Zendesk <a href="#call-data-automatically-logged-into-zendesk" id="call-data-automatically-logged-into-zendesk"></a>

Every inbound or outbound call, SMS, missed calls and voicemails will be logged into Zendesk automatically.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-b8b5b7b94d00a44cb484e47da3f5903ca52d8e72%2FToky-click-to-call-zendesk_2.png?alt=media" alt=""><figcaption></figcaption></figure>

Every Toky event will be recorded as an internal note within Zendesk and assigned to the identified customer.

Inbound and outbound calls will have basic information and a link to the call recording

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-c76d15c684b4c67f991ce28ea39fc4dd239a5c05%2FToky-click-to-call-zendesk_3.png?alt=media" alt=""><figcaption></figcaption></figure>

Toky will also log SMS activity

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-2484fa56845c688651375f7d3f02e4450f421e43%2FToky-click-to-call-zendesk_4.png?alt=media" alt=""><figcaption></figcaption></figure>

#### Reply to SMS generated tickets using text messages <a href="#reply-to-sms-generated-tickets-using-text-messages" id="reply-to-sms-generated-tickets-using-text-messages"></a>

If you have enabled the ticket creation using SMS, every time an SMS is sent to one of your phone numbers, a new ticket will be created in Zendesk. If you make a **Public reply** to the ticket, the system will send an SMS to your customer using Toky, so you can continue the conversation without leaving Zendesk.

<figure><img src="https://766977813-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMgClsjsTSlUrSU2WhwDe%2Fuploads%2Fgit-blob-af0640aaad578aa006dde7f0fb9d6487ba61250e%2FToky-click-to-call-zendesk_5.png?alt=media" alt=""><figcaption></figcaption></figure>

To enable this feature you must follow the steps explained in [this article](https://tokyapp.zendesk.com/hc/en-us/articles/4402287852049-How-to-enable-replies-with-SMS-from-Zendesk)


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