# Zendesk Talk

Zendesk Talk is the built-in voice solution inside Zendesk Support, letting your team handle inbound and outbound calls, manage IVR menus, and track agent performance — all within the Zendesk ecosystem. Connecting it to Coupler.io lets you pull call records, agent activity, queue status, and phone configuration data into your analytics tools.

**Why connect Zendesk Talk to Coupler.io?**

* Export call logs, agent activity, and queue metrics to Google Sheets, Excel, BigQuery, or Looker Studio for custom reporting
* Combine Zendesk Talk data with other sources (like Zendesk Support tickets) using **Join** or **Append** transformations
* Send call summaries and agent performance data to AI tools like ChatGPT, Claude, or Gemini for automated analysis
* Keep a historical record of call data outside Zendesk Talk's own retention limits

## Prerequisites

* A Zendesk account with Talk enabled
* Your Zendesk subdomain (e.g., `yourcompany.zendesk.com`)
* A Zendesk API token — generate one in **Admin Center → Apps and integrations → Zendesk API → API tokens**
* Your Zendesk agent email address (used alongside the API token)

## Quick start

{% hint style="success" %}
Start with the **Calls** or **Agents activities** entity — these give you the most actionable data right away.
{% endhint %}

## How to connect

{% stepper %}
{% step %}
**Create a new data flow.** In Coupler.io, click **Add data flow**, then search for and select **Zendesk Talk** as your source.
{% endstep %}

{% step %}
**Enter your credentials.** Provide your Zendesk subdomain, your agent email address, and your API token. Coupler.io uses these to authenticate with the Zendesk Talk API.
{% endstep %}

{% step %}
**Select an entity.** Choose the data you want to export — for example, **Calls**, **Agents activities**, or **Current queue activities**. If you selected **Calls** or **Call legs**, use the date picker to set a start date for the export.
{% endstep %}

{% step %}
**Choose a destination.** Select where you want your data to go — Google Sheets, Excel, BigQuery, Looker Studio, or an AI destination like ChatGPT or Claude.
{% endstep %}

{% step %}
**Run the data flow.** Click **Run** to execute a manual sync. Once it completes successfully, your data will appear in the destination you chose.
{% endstep %}
{% endstepper %}

## Available entities

| Entity                   | Description                                                     |
| ------------------------ | --------------------------------------------------------------- |
| Calls                    | Complete call records with duration, participants, and outcomes |
| Call legs                | Individual segments of calls with detailed routing info         |
| Agents activities        | Activity metrics and stats per agent                            |
| Agents overviews         | Summary of all agents' performance and status                   |
| Account overviews        | High-level account statistics and usage metrics                 |
| Current queue activities | Real-time call queue status                                     |
| Phone numbers            | Phone numbers configured in your account                        |
| Addresses                | Phone number addresses and their configurations                 |
| IVRs                     | IVR systems and their configurations                            |
| IVR menus                | Menu options within IVR systems                                 |
| IVR routes               | Call routing rules configured in IVR systems                    |
| Greetings                | Voice greetings used in call flows                              |
| Greeting categories      | Categories used to organize greetings                           |