Turn Aircall support calls into triaged Zendesk tickets

When an Aircall call ends and Aircall's Conversation Intelligence has finished processing it, open a Zendesk support ticket that captures what actually happened on the phone.

Trigger: a webhook from Aircall for a completed call whose transcription and analysis are ready. Aircall fires call.ended plus separate Conversation Intelligence events for transcription, sentiment, and summary; wait until the analysis is actually available before running the rest of the workflow, and never open more than one Zendesk ticket for the same Aircall call id even if multiple CI events fire.

From the webhook payload, read the Aircall call id, direction, duration, participants, and any call tags. Skip the ticket entirely if the call is internal (both ends are Aircall users), if it was tagged as a wrong number or spam, or if the call ran under a few seconds with no meaningful audio.

Pull the Conversation Intelligence data for that call from Aircall using Retrieve Call Summary, Retrieve Call Sentiments, and Retrieve Call Transcription. These endpoints require the Conversation Intelligence add-on and return 403 if the workspace does not have it, so fail loudly with a clear error in that case rather than filing a ticket without the data.

Identify the caller. For inbound calls use the external phone number; for outbound calls use the number that was dialed. Call Aircall Search Contacts on the phone number to pick up any known name and email. Then call Zendesk Search Users by phone and email to find an existing requester. If one exists, reuse their id when filing the ticket. If not, pass the raw name, phone, and email so Zendesk creates a new requester on the fly.

Write a plain-language recap using the Aircall summary as the base, plus a short list of concrete action items or follow-ups the caller raised. Keep it readable for another support agent, not a raw transcript dump. Include the call date, duration, and a link back to the Aircall call at the top for context.

Map the Aircall sentiment to a Zendesk priority: negative becomes urgent, neutral becomes normal, positive becomes low. Treat missing sentiment as normal.

Choose tags that describe the call outcome. Always include 'aircall-call'. Add a sentiment tag ('sentiment-positive', 'sentiment-neutral', or 'sentiment-negative'). Add outcome tags based on the Aircall call metadata such as 'missed-call', 'voicemail', or 'answered'. If sentiment came back negative, also add 'escalation'.

Call Zendesk Create Ticket with the requester (existing user id or a new user object), a short subject line derived from the call summary, the recap as the description, the priority from the sentiment mapping, and the full tag list. If sentiment is negative, also set the ticket's group to the support lead group so a manager sees it immediately. For non-negative calls, leave the assignee and group blank so normal Zendesk routing rules take over.

Novel angle versus the existing Aircall to HubSpot summary workflow: this one is about the support desk lifecycle, not the CRM. It creates a triaged ticket with sentiment-driven priority and tag mapping that the native Aircall + Zendesk pairing does not do out of the box.