Skip to main content

Zendesk Talk MCP Server

Create a powerful Model Context Protocol (MCP) server for Zendesk Talk in minutes with our AI Gateway. This guide walks you through setting up seamless voice support integration with enterprise-grade security and instant OAuth authentication.

About Zendesk Talk API​

Zendesk Talk is a cloud-based call center solution that integrates voice support directly into Zendesk. The API provides comprehensive access to call management, phone numbers, agent availability, call recordings, and voice analytics.

Key Capabilities​

  • Call Management: Inbound and outbound calls
  • Phone Numbers: Local and toll-free numbers
  • IVR System: Interactive voice response
  • Call Recording: Conversation capture
  • Agent Management: Availability and routing
  • Call Analytics: Performance metrics
  • Integration: CRM and ticketing sync
  • Global Coverage: Worldwide phone support

API Features​

  • Calls API: Call operations and history
  • Phone Numbers API: Number management
  • Agents API: Availability control
  • Recording API: Audio file access
  • OAuth 2.0: Secure authentication
  • Webhooks: Real-time events
  • Stats API: Call analytics
  • IVR API: Menu configuration

What You Can Do with Zendesk Talk MCP Server​

The MCP server transforms Zendesk Talk API into a natural language interface, enabling AI agents to:

Call Management​

  • Inbound Calls

    • "Accept incoming call"
    • "Route call to specialist"
    • "Transfer to manager"
    • "Put call on hold"

  • Outbound Calls

    • "Make call to customer"
    • "Schedule callback"
    • "Dial from ticket"
    • "Call from lead record"

  • Call Control

    • "Mute/unmute call"
    • "Start conference call"
    • "Record conversation"
    • "End call session"

Phone Number Management​

  • Number Operations

    • "Purchase local number"
    • "Get toll-free number"
    • "Configure caller ID"
    • "Set up forwarding"

  • Number Configuration

    • "Route to department"
    • "Set business hours"
    • "Configure voicemail"
    • "Enable recording"

  • International Support

    • "Add country support"
    • "Configure time zones"
    • "Set local presence"
    • "Manage regulations"

IVR System​

  • Menu Design

    • "Create welcome message"
    • "Build option menu"
    • "Set up routing tree"
    • "Configure announcements"

  • Call Routing

    • "Route by language"
    • "Direct to department"
    • "Queue management"
    • "Overflow handling"

  • Voice Prompts

    • "Record custom messages"
    • "Upload audio files"
    • "Set hold music"
    • "Configure announcements"

Agent Management​

  • Availability Control

    • "Set agent available"
    • "Enable call forwarding"
    • "Configure do not disturb"
    • "Set break status"

  • Skills-based Routing

    • "Route by expertise"
    • "Language routing"
    • "Priority queuing"
    • "Load balancing"

  • Performance Tracking

    • "Track call metrics"
    • "Monitor response times"
    • "Measure quality scores"
    • "Generate reports"

Call Recording​

  • Recording Management

    • "Enable call recording"
    • "Download recordings"
    • "Set retention policy"
    • "Manage permissions"

  • Compliance

    • "Legal hold settings"
    • "GDPR compliance"
    • "Consent management"
    • "Audit trails"

  • Quality Assurance

    • "Score recordings"
    • "Tag conversations"
    • "Create playlists"
    • "Training materials"

Analytics & Reporting​

  • Call Metrics

    • "Show call volume"
    • "Track answer rates"
    • "Measure handle time"
    • "Monitor abandonment"

  • Agent Performance

    • "Individual statistics"
    • "Team comparisons"
    • "Productivity metrics"
    • "Quality scores"

  • Business Intelligence

    • "Peak time analysis"
    • "Customer satisfaction"
    • "Cost per call"
    • "ROI calculations"

Voice Integration​

  • Ticket Integration

    • "Create ticket from call"
    • "Link call to ticket"
    • "Add call notes"
    • "Sync call history"

  • CRM Sync

    • "Update customer record"
    • "Log call activity"
    • "Sync contact info"
    • "Track interactions"

  • Automation

    • "Auto-dial from queue"
    • "Schedule callbacks"
    • "Trigger workflows"
    • "Send notifications"

Global Operations​

  • Multi-region Support

    • "Deploy in regions"
    • "Local number presence"
    • "Compliance setup"
    • "Currency handling"

  • Language Support

    • "Multi-language IVR"
    • "Agent language skills"
    • "Translation services"
    • "Cultural adaptation"

  • Regulatory Compliance

    • "GDPR settings"
    • "TCPA compliance"
    • "Recording consent"
    • "Data residency"

Prerequisites​

  • Access to Cequence AI Gateway
  • Zendesk Talk subscription
  • Admin permissions
  • OAuth application credentials

Step 1: Create Zendesk OAuth Application​

1.1 Access Admin Center​

  1. Log in to Zendesk
  2. Go to Admin Center > Apps and integrations
  3. Select APIs > Zendesk API
  4. Click OAuth Clients tab

1.2 Create OAuth Client​

  1. Click Add OAuth Client
  2. Fill in details:
    • Client Name: "AI Gateway Talk MCP"
    • Company: Your company name
    • Description: "Voice support integration"
    • Redirect URLs: 
      https://auth.aigateway.cequence.ai/v1/outbound/oauth/callback

1.3 Configure Permissions​

  1. Set client type to Confidential
  2. Select Talk-specific scopes:
    • talk:read - Read call data
    • talk:write - Manage calls

1.4 Save Credentials​

  1. Click Save
  2. Copy Client ID
  3. Copy Client Secret
  4. Note your Subdomain

Step 2-4: Standard Setup​

Follow standard steps to access AI Gateway, find Zendesk Talk API, and create MCP server.

Step 5: Configure API Endpoints​

  1. Base URL: https://{subdomain}.zendesk.com/api/v2/channels/voice
  2. Select endpoints:
    • Calls endpoints
    • Phone numbers endpoints
    • Agents endpoints
    • Stats endpoints
  3. Click Next

Step 6: MCP Server Configuration​

  1. Name: "Zendesk Talk"
  2. Description: "Voice support and call center"
  3. Configure production mode
  4. Click Next

Step 7: Configure Authentication​

  1. Authentication Type: OAuth 2.0
  2. Authorization URL: 
    https://{subdomain}.zendesk.com/oauth/authorizations/new
  3. Token URL: 
    https://{subdomain}.zendesk.com/oauth/tokens
  4. Enter Client ID and Secret
  5. Select required scopes

Available Zendesk Talk OAuth Scopes​

Talk Scopes​

  • talk:read

    • View call history
    • Read recordings
    • Access statistics
    • See configurations

  • talk:write

    • Make calls
    • Manage settings
    • Control routing
    • Update agents

Additional Permissions​

  • Recording Access

    • Download recordings
    • Manage retention
    • Quality scoring
    • Compliance controls

  • Admin Functions

    • Number management
    • IVR configuration
    • Agent settings
    • Analytics access

For Agents:

talk:read
talk:write
tickets:write
users:read

For Supervisors:

talk:read
talk:write
read
write

Step 8-10: Complete Setup​

Configure security, choose deployment, and deploy.

Using Your Zendesk Talk MCP Server​

Setup Instructions:

Natural Language Commands​

  • "Make outbound call to customer"
  • "Show today's call statistics"
  • "Set agent available for calls"
  • "Download call recording"
  • "Configure IVR menu options"

Common Use Cases​

Customer Support​

  • Inbound call handling
  • Technical support
  • Order assistance
  • Complaint resolution

Sales Operations​

  • Lead qualification
  • Sales calls
  • Follow-up calls
  • Deal closing

Service Management​

  • Appointment scheduling
  • Service callbacks
  • Emergency support
  • Field service coordination

Quality Assurance​

  • Call monitoring
  • Agent coaching
  • Performance evaluation
  • Training programs

Security Best Practices​

  1. Call Security:

    • Encrypt recordings
    • Secure transmission
    • Access controls
    • Audit trails

  2. Compliance:

    • Recording consent
    • Data retention
    • Privacy regulations
    • Legal requirements

  3. Access Control:

    • Role-based permissions
    • Agent restrictions
    • Recording access
    • Admin controls

Troubleshooting​

Common Issues​

  1. Call Quality

    • Check network latency
    • Verify bandwidth
    • Test audio devices
    • Review call logs

  2. Routing Problems

    • Validate IVR settings
    • Check agent availability
    • Review group assignments
    • Test call flows

  3. Recording Issues

    • Verify permissions
    • Check storage limits
    • Review consent settings
    • Test playback

Getting Help​