# Set up Chat Journal to Zendesk

Chat Journal writes the complete transcript of an external messaging conversation back to Zendesk once the session closes, so agents keep every exchange with a contact on file for follow-up and reporting. This page shows you how to enable it and choose how each synced record is labeled.

:::caution
A transcript is only written to Zendesk when the recipient number on the chat session is an exact match for the contact number stored in Zendesk, for example, `+1123456789` must appear identically on both sides.
:::

## Before you start

Your Cloud Voice system must be running firmware **84.23.0.83** or later.

You also need the following in place:

- Cloud Voice is [integrated with Zendesk](/pbx/integrations/zendesk/integrate-cloud-voice-with-zendesk/).
- At least one messaging channel is set up on the system.
- A Zendesk user whose extension lives on Cloud Voice has already opened an external chat session with a Zendesk contact through a messaging channel in the Cloud Voice App.

:::note
A messaging channel is an external chat platform (for example WhatsApp, SMS, or Facebook Messenger) connected to Cloud Voice through omnichannel messaging. Chat Journal has nothing to sync until at least one channel is live and a conversation has taken place on it.
:::

## Enable Chat Journal

1. Sign in to the system management portal and open **Integrations > Helpdesk**.
2. On the Helpdesk integration page, switch **Chat Journal** on.
3. In the **Subject** field, enter the title you want each synced record to carry. You can build the subject from variables so it reflects details of the specific conversation.

   ![Chat Journal settings with the Subject field ready for editing](/images/pbx/chat-journal.png)

   :::note
   The subject supports the chat journal template variables. Use them to populate values such as the channel or participants automatically for every synced record.
   :::
4. Click **Save**.

## What gets synced

When an external chat session with a Zendesk contact closes, whether the user ends it or the system does, Cloud Voice copies the whole conversation to that contact's details page in Zendesk.

:::note
Messages are written in the order they were sent, and each entry records the messaging channel type, timestamp, sender, and message content.
:::