Using data in Support for IVR call routing and other functions

当调用者调用into an IVR system, the system can access Zendesk data then use the information for call routing or other functions based on business rules.

For example, assume a customer calls the mobile tech support line. The IVR system can use the Zendesk API to look up the caller, add a “mobile app” tag to a ticket, and assign the ticket to agroup of specialized agentsin Support.

To learn more, see:

• Searchin the API docs andZendesk Support search referencein the Support Help Center

• Usersin the API docs

• Ticketsin the API docs

• Tagsin the API docs

• Retrieving the Zendesk user id of a callerin this guide

• Displaying the caller's new ticket in Supportin this guide

• Displaying a caller's existing ticket in Supportin this guide