Identifying a Zendesk User by Phone Number

To identify a Zendesk user based on caller phone number, you need the following:

Generate a Zendesk API Token

Complete Zendesk’s tutorial on generating a new API token. Your Zendesk API token will be needed in future steps.

Update Your SmartFlow

  1. Add an External Web Call action to your flow.
  2. Configure the action as follows:

    USER NAME: {Zendesk Username}/token

    PASSWORD: Your Zendesk API Token

    METHOD: GET

    URL OF SERVICE: {Zendesk instance name}.zendesk.com/api/v2/search.json?query=role:end-user phone:{number}

    CONTENT-TYPE: application/json

  3. Configure the RESPONSE VARIABLES to capture the fields you need. For more information, check out the Zendesk Users support page.

  1. Save and Deploy your flow.