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Aircall Zendesk agent status sync

Aircall provides an Agent Status Sync feature for the Zendesk integration. This allows agent availability to stay aligned between both platforms, depending on the direction you choose.

Requirements

To use Agent Status Sync, agents must have a Talk Partner Edition (TPE) license in Zendesk.

TPE is a Zendesk API that allows telephony providers, such as Aircall, to create a near native integration.
Because Aircall cannot verify your Zendesk licensing, please confirm with Zendesk that your account includes TPE.

IMPORTANT:
Agents must be logged into both Aircall and Zendesk using the same email address for status sync to work.

Enabling agent status sync

You can enable status sync directly from the Aircall Dashboard.

Steps

  1. Go to Aircall Dashboard > Integrations & API > search for your Zendesk integration.
  2. Open the Settings tab.
  3. Scroll to Agent State.
  4. Select which direction you want the status to sync.
Screenshot 2024-02-27 at 8.26.15 AM.png
IMPORTANT:
Only one sync direction can be enabled. This is a current limitation.
  • If you choose Enable from Aircall Phone to Zendesk, any change to an agent's status in Aircall will update their status in Zendesk.
  • If you choose Enable from Zendesk to Aircall Phone, any change to an agent's status in Zendesk will update their status in Aircall.

How status sync works

Available statuses in Zendesk

Zendesk includes four default agent statuses, plus any custom statuses configured for your account:

  • Online
  • Away
  • Transfers only
  • Offline
Screenshot 2024-02-28 at 4.00.01 PM.png

Available statuses in Aircall

Aircall provides three main status options:

  • Available
  • Automatic Schedule
  • Unavailable (Out for lunch, On a break, In training, Back office, Other)
Screenshot 2026-02-15 at 19.05.39.png

Status mapping

When Agent Status Sync is enabled, statuses are mapped as follows:

  • Aircall Available maps to Zendesk Online
  • Zendesk Online maps to Aircall Available
  • Aircall Unavailable maps to Zendesk Offline
  • Zendesk Offline, Away, or Transfers only map to Aircall Unavailable
NOTE:
Status sync does not occur based on Automatic Schedule in Aircall or any Zendesk custom statuses.

IMPORTANT:
This feature is not compatible with Aircall unavailable sub statuses such as out for lunch, on a break, in training, back office, or other. 
If Zendesk to Aircall sync is enabled, any Aircall unavailable sub status will be overwritten by the general Unavailable status.

Sync direction rules

Statuses will sync only in the direction selected in your Zendesk integration settings.

For example, if Enable from Aircall Phone to Zendesk is active and an agent sets their Aircall status to Unavailable, Zendesk will update the agent to Offline. If the agent then changes their Zendesk status to Online, their Aircall status will not update and will remain Unavailable until they manually change it in Aircall.

Sync updates are triggered when calls occur or when agents manually change their status in either platform.

Jordan W.