---
title: "Integrate Zendesk and Dialpad"
slug: "dialpad-zendesk-integration"
description: "Use Dialpad's Zendesk integration to place calls within Zendesk, create automatic tickets, and view integrated customer data in Dialpad. No desk phones or extra apps needed!"
tags: ["call logging", "exceptions", "Integrations", "zendesk"]
updated: 2025-12-10T15:41:46Z
published: 2025-12-10T15:41:46Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dialpad + Zendesk

Build stronger customer connections by integrating Zendesk with Dialpad! With our Zendesk integration, your agents can:

- Receive and place Dialpad calls from Zendesk
- Receive and send Dialpad messages from Zendesk
- Automatically log calls as new tickets in Zendesk
- Connect customers in Dialpad to existing Zendesk records
- Create new support tickets directly in Dialpad
- View and access unresolved + resolved tickets
- View and access call and voicemail transcripts

Let’s dive into the details.

> [!NOTE]
> **Who can use this**
> 
> Dialpad's Zendesk integration is available to [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) and [Dialpad Support](https://www.dialpad.com/products/cloud-contact-center/) customers, as well as [Dialpad Connect](https://www.dialpad.com/products/business-phone-system/) users on [Pro and Enterprise plans](https://www.dialpad.com/pricing/). Agents must be on [Zendesk Talk Partner Edition](https://www.zendesk.com/talk/pricing/)**with access to the tickets and user management.

## Install Dialpad in Zendesk

To use the Dialpad + Zendesk integration, first, you’ll need to install the Dialpad app from the [Zendesk app store](https://www.zendesk.com/marketplace/apps/).

1. Search for **Dialpad**

![Zendesk app filter showing Dialpad for making phone calls with installation details.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/download_zendesk.png)
2. Select **Install**
3. Choose the account

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/install-zd-app.png)
4. Select **Install**

Once installed, return to the Dialpad Admin Portal to enable the integration.

## Enable Zendesk

Zendesk must be enabled at the Company level before it can be enabled and customized for an Office.

To enable Zendesk for your company, go to your **Dialpad Admin Portal** and select **My Company**.

1. Select **Integrations**>****Navigate to **Zendesk**
2. Select **Options**>****Select **Manage Settings**
3. Select **Enable this feature**
4. Select the desired preferences
5. Select **Save**

[HubSpot-integration](https://app.vidgrid.com/embed/9yhpuN9nueYz)

> [!NOTE]
> Note
> 
> You can select **Lock settings for all offices** to ensure that each office follows your Company's preferred configurations.

### Enable Zendesk - Office

To enable Zendesk integration for your office, go to your **Dialpad Admin Settings**.

1. Navigate to **Office Settings**>****Select**Integrations**
2. Select **Options**>****Select **Manage Settings**
3. Select **Customize for this Office**
4. Select **Enable this feature**
5. Select the desired preferences > Select **Save**

[HubSpot-Office-integration](https://app.vidgrid.com/embed/qbBep2Rupm9k)

> [!NOTE]
> Note
> 
> You can select **Use Company Presets** to apply the settings configured by your Company Admin.

## Manage exceptions

Customize access and manage exceptions for the entire Company or across all Offices.

> [!WARNING]
> Tip
> 
> Selecting **Active Exception** applies the specific settings you made to the chosen target group.
> 
> Selecting **Inactive Exception** ignores any specific settings you made for the target group and applies the default Company settings.

### Add exception - Company

To add an exception at the Company level, go to your **Dialpad Admin Portal** and select **My Company.**

1. Select **Integrations**>****Navigate to **Zendesk**
2. Select **Options**>****Select **Manage Exceptions**
3. Select **Add Exception**> Navigate to **Assign Groups**
4. Select a group from the drop-down
5. Select a single or multiple target within the group
6. Select the desired preference > Select **Save**

[Zendesk-exception](https://app.vidgrid.com/embed/OMFkX6KUwR9n)

> [!NOTE]
> Note
> 
> You can **Edit** an exception to adjust settings for the target group, or **Remove** an exception to delete custom settings and revert to default settings from the Company, Office, or Group.

### Add exception - Office

To add an exception at the Office level, go to****your**Dialpad** **Admin Settings**.

1. Navigate to **Office Settings** > **Integrations**
2. Navigate to **Zendesk** > **Options**
3. Select **Manage Exceptions** > **Add Exception**
4. Navigate to **Assign Groups** > Select a group
  1. Select a single or multiple targets within the group
5. Select **Save**

[Zendesk-office-integration](https://app.vidgrid.com/embed/Kae4zroMPtKI)

> [!NOTE]
> Note
> 
> You can **Edit** an exception to adjust settings for the target group as needed, or **Remove** an exception to delete custom settings for the group and revert to default settings from the Company, Office, or Group.

## Enable call logging

Call logging must be enabled to create tickets automatically during inbound calls. Call logging can be enabled at the company, office, and shared line level.

To enable call logging preference, go to your **Dialpad** **Admin Settings**.

1. Navigate to **My Company, Office Settings**, or **Shared lines**
2. Select **Integrations**
3. Navigate to **Zendesk**>****Select **Options**
4. Select **Manage Settings**>****Navigate to **Call logging** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Zendesk-call-logging.png)
5. Select desired preference
6. Select **Save**

> [!WARNING]
> Tip
> 
> Call logging in Zendesk is for external communication only. If you receive a call from another Dialpad user in your company, that call will not log in to Zendesk.

The following activities can be logged in Zendesk:

- Log calls as tickets
- Post-call recordings to Zendesk
- Log auto external transferred calls
- Log calls that are sent to voicemail

Once call logging is enabled, all voicemails and recorded calls will automatically be tied to the ticket created, so agents have a central place for all customer information.

> [!NOTE]
> Note
> 
> Calls and voicemail transcripts has a character limit of 65k.

## Supported AI fields

Dialpad AI tracks recaps, action items, call tags, and outcomes, so follow-ups aren’t missed. If you use AI CSAT or AI Playbooks, you’ll also see agents’ performance and CSAT scores.

Let's look at at which AI features are logged to, and supported in Zendesk.

| Field label | Data type | Description |
| --- | --- | --- |
| [AI Summary](https://help.dialpad.com/docs/ai-recap) | Rich Text | AI Recap of a call with 255 character limit. |
| [AI Action Items](https://help.dialpad.com/docs/ai-spotlight-action-items) | Rich Text | The Action Items that were detected in the call, as generated in the AI Recap. |
| AI Outcome | Text | The AI-detected outcome of the call. Accessible in the AI Recap object. |
| [AI Call Purpose](https://help.dialpad.com/docs/ai-dialpad-dialpad-ai#call-purpose-category-types) | Text | The AI-detected Call Purpose category assigned to the call. Accessible in the AI Recap object. |
| [AI Playbook Adherence](https://help.dialpad.com/docs/ai-playbooks) | Percentage | Numeric value that explains how much a person adheres to the AI Playbook. |
| [AI CSAT](https://help.dialpad.com/docs/ai-csat-customer-satisfaction) | Number | AI generated CSAT score. |

## Access restriction

In addition to call logging, admins can also determine who can access which settings for certain lines.

Dialpad offers 2 sets of access controls:

- **Lock settings for all users, departments, and contact centers:** When enabled, Office Admins cannot make changes to user, Department or Contact Center access and settings.
- **Apply only to shared lines:**When enabled, only mainline, Department, and Contact Center calls are logged.
  - When this setting is disabled, all calls will be logged.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Zendesk-access-restriction.png)

###

## Related

- [Use the Dialpad + Zendesk Integration](/use-the-dialpad-zendesk-integration.md)
- [Integrations Overview](/integrations-overview.md)