Zendesk Talk

Zendesk Talk is the voice and call-center product within the Zendesk customer service platform. Its API exposes call center configuration and analytics, including calls, call legs, phone numbers, IVRs, greetings, and agent and queue activity stats. Nexla connects to the Zendesk Talk API over REST to ingest these objects and to manage Talk greetings and phone numbers.

Power end-to-end data operations for your Zendesk Talk API with Nexla. Our bi-directional Zendesk Talk connector is purpose-built for Zendesk Talk, making it simple to ingest data, sync it across systems, and deliver it anywhere — all with no coding required. Nexla turns API-sourced data into ready-to-use, reusable data products and makes it easy to send data to Zendesk Talk or any other destination. With comprehensive monitoring, lineage tracking, and access controls, Nexla keeps your Zendesk Talk workflows fast, secure, and fully governed.

Features

Type: API

SourceDestination

• Seamless API Integration: Connect to any endpoint as source or destination without coding, with automatic data product creation
• Visual Composition & Chaining: Build complex integrations using visual templates, chain API calls, and compose workflows with data validation and filtering
• API Proxy: Expose curated slices of your data securely with a secure and customizable API proxy that validates and transforms data on the fly
• Request optimization with intelligent batching, retry, and caching to minimize API calls and costs

Prerequisites

Zendesk Talk uses the standard Zendesk API authentication. Nexla connects using HTTP Basic authentication with your Zendesk agent or admin email address paired with an API token. In the request, the email is combined with the literal suffix /token and the API token is used as the password.

Before creating a Zendesk Talk credential in Nexla, gather the following:

1. Confirm your Zendesk subdomain. This is the value that precedes .zendesk.com in your account URL. For example, if you access Zendesk at https://acme.zendesk.com, your subdomain is acme.

2. Sign in to Zendesk as an administrator, then open the Admin Center.

3. In the Admin Center sidebar, click Apps and integrations, then select APIs > Zendesk API.

4. On the Settings tab, ensure Token access is enabled. Administrator access and enabled token access are both required to create and use API tokens.

5. Click the API tokens tab, then click Add API token. Optionally enter a description, then copy the generated token and store it securely.

   warning

   The full API token is displayed only once, at creation time. Copy it immediately, because Zendesk does not show it again after you leave the page.

6. Note the Zendesk Talk API base URL for your account. It follows the form https://your-subdomain.zendesk.com/api/v2/channels/voice, substituting your own subdomain.

For complete information about token creation, permissions, and the Talk API, see the Managing API token access to the Zendesk API guide and the Zendesk Talk API reference.

Authenticate

Credentials required

Field	Required	Secret	Description
Email	Yes	No	Email address of the Zendesk agent/admin user. Combined with '/token' for Basic auth.
API Token	Yes	Yes	Zendesk API token, used as the Basic auth password.
Subdomain	Yes	No	Your Zendesk subdomain (the value before .zendesk.com).
Base URL	Yes	No	Zendesk Talk API base URL, e.g. https://your-subdomain.zendesk.com/api/v2/channels/voice

Create a credential in Nexla

1. After selecting the data source/destination type, click the Add Credential tile to open the Add New Credential overlay.

2. Enter a name for the credential in the Credential Name field and a short, meaningful description in the Credential Description field.

3. Enter the Zendesk agent or admin email address in the Email field. Nexla combines this value with the /token suffix to form the Basic auth username.

4. Enter your Zendesk API token in the API Token field. This token is used as the Basic auth password and must be kept confidential.

5. Enter your Zendesk Subdomain — the value before .zendesk.com in your account URL.

6. Enter the Zendesk Talk API Base URL for your account, in the form https://your-subdomain.zendesk.com/api/v2/channels/voice.

   If your API token is compromised, delete it in the Zendesk Admin Center under Apps and integrations > APIs > Zendesk API and generate a new one. Zendesk API tokens grant access based on the permissions of the paired user account.

7. Click the Save button at the bottom of the overlay. The newly added credential will now appear in a tile on the Authenticate screen during data source/destination creation.

Use as a data source

To create a new data flow, navigate to the Integrate section, and click the New Data Flow button. Select the Zendesk Talk connector tile, then select the credential that will be used to connect to the Zendesk Talk instance, and click Next; or, create a new Zendesk Talk credential for use in this flow.

Endpoint templates

Nexla provides pre-built templates that can be used to rapidly configure data sources to ingest data from common Zendesk Talk endpoints. Select the endpoint from which this source will fetch data from the Endpoint pulldown menu. Available endpoint templates are listed in the expandable boxes below.

[Rest API] List Account Overview

This endpoint template retrieves the account overview stats for your Zendesk Talk account, summarizing call and availability metrics across the account.

• This endpoint fetches a single account-level overview object from the stats/account_overview resource. No additional parameters are required.

[Rest API] List Addresses

This endpoint template retrieves the list of addresses configured for your Zendesk Talk account.

• This endpoint fetches records from the addresses resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Agents Activity

This endpoint template retrieves current agent activity stats, reporting per-agent call center status and activity for your Zendesk Talk account.

• This endpoint fetches records from the stats/agents_activity resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Agents Overview

This endpoint template retrieves the agents overview stats, summarizing aggregate agent performance metrics across your Zendesk Talk account.

• This endpoint fetches a single agents overview object from the stats/agents_overview resource. No additional parameters are required.

[Rest API] List Greeting Categories

This endpoint template retrieves the greeting categories defined for your Zendesk Talk account, such as voicemail and available greetings.

• This endpoint fetches records from the greeting_categories resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Greetings

This endpoint template retrieves the greetings configured for your Zendesk Talk account.

• This endpoint fetches records from the greetings resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Phone Numbers

This endpoint template retrieves the phone numbers provisioned for your Zendesk Talk account.

• This endpoint fetches records from the phone_numbers resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Call Legs

This endpoint template retrieves call legs via the incremental exports endpoint, returning the individual agent and system legs that make up each Talk call.

• This endpoint fetches records from the stats/incremental/legs resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Calls

This endpoint template retrieves calls via the incremental exports endpoint, returning the call records handled by your Zendesk Talk account.

• This endpoint fetches records from the stats/incremental/calls resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Current Queue Activity

This endpoint template retrieves the current queue activity stats, reporting the real-time state of your Zendesk Talk call queue.

• This endpoint fetches a single current queue activity object from the stats/current_queue_activity resource. No additional parameters are required.

[Rest API] List Ivrs

This endpoint template retrieves the IVR (interactive voice response) phone trees configured for your Zendesk Talk account.

• This endpoint fetches records from the ivr resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Ivr Menus

This endpoint template retrieves the menus that belong to your Zendesk Talk IVR phone trees.

• This endpoint fetches the nested menu records from the ivr resource. Nexla automatically follows pagination to retrieve all available records.

[Rest API] List Ivr Routes

This endpoint template retrieves the routes that belong to your Zendesk Talk IVR phone trees.

• This endpoint fetches the nested route records from the ivr resource. Nexla automatically follows pagination to retrieve all available records.

Once the selected endpoint template has been configured, click the Test button to the right of the endpoint selection menu to retrieve a sample of the data that will be fetched. Sample data will be displayed in the Endpoint Test Result panel on the right, allowing you to verify that the source is configured correctly before saving.

Manual configuration

Zendesk Talk data sources can also be manually configured to ingest data from any valid Zendesk Talk API endpoint, including endpoints not covered by the pre-built templates, chained API calls, or custom request parameters. Select the Advanced tab at the top of the configuration screen, and follow the instructions in Connect to Any API to configure the API method, endpoint URL, date/time and lookup macros, path to data, metadata, and request headers.

Once all of the relevant settings have been configured, click the Create button in the upper right corner of the screen to save and create the new Zendesk Talk data source. Nexla will now begin ingesting data from the configured endpoint and will organize any data that it finds into one or more Nexsets.

Use as a destination

Click the + icon on the Nexset that will be sent to the Zendesk Talk destination, and select the Send to Destination option from the menu. Select the Zendesk Talk connector from the list of available destination connectors, then select the credential that will be used to connect to Zendesk Talk, and click Next; or, create a new Zendesk Talk credential for use in this flow.

Endpoint templates

Nexla provides pre-built templates that can be used to rapidly configure destinations to send data to common Zendesk Talk endpoints. Select the endpoint to which data will be sent from the Endpoint pulldown menu. Then, click on the template in the list below to expand it, and follow the instructions to configure additional endpoint settings.

[Rest API] Create Greeting

This endpoint template creates a new Talk greeting with a specified name and category using records from a Nexset.

• This endpoint sends each record as JSON in the request body to the greetings resource to create a new greeting. Include the greeting name and category fields required by the Zendesk Talk API.

[Rest API] Update Greeting

This endpoint template updates an existing Talk greeting by ID using records from a Nexset.

• This endpoint sends each record as JSON in the request body to the greetings resource for the specified greeting.
• Provide the Greeting ID — the ID of the Talk greeting to update — when configuring this endpoint.

[Rest API] Delete Greeting

This endpoint template deletes a Talk greeting by ID.

• This endpoint issues a delete request against the greetings resource for the specified greeting.
• Provide the Greeting ID — the ID of the Talk greeting to delete — when configuring this endpoint.

[Rest API] Create Phone Number

This endpoint template creates a Talk phone number from an available phone number using records from a Nexset.

• This endpoint sends each record as JSON in the request body to the phone_numbers resource to create a new phone number.

[Rest API] Update Phone Number

This endpoint template updates an existing Talk phone number configuration by ID using records from a Nexset.

• This endpoint sends each record as JSON in the request body to the phone_numbers resource for the specified phone number.
• Provide the Phone Number ID — the ID of the Talk phone number to update — when configuring this endpoint.

Manual configuration

Zendesk Talk destinations can also be manually configured to send data to any valid Zendesk Talk API endpoint. Select the Advanced tab at the top of the configuration screen, and follow the instructions in Connect to Any API to configure the API method, data format, endpoint URL, request headers, attribute exclusions, record batching, and response webhooks.

Zendesk Talk APIs expect JSON format for most write operations. For update operations, include the ID of the object to be updated at the end of the endpoint URL.

Save & activate

Once all endpoint settings have been configured, click the Done button in the upper right corner of the screen to save and create the destination. To send the data to the configured Zendesk Talk endpoint, open the destination resource menu, and select Activate.

The Nexset data will not be sent to the Zendesk Talk endpoint until the destination is activated. Destinations can be activated immediately or at a later time, providing full control over data movement.