Dialpad + Zendesk
- 28 Jun 2024
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Dialpad + Zendesk
- Updated on 28 Jun 2024
- 3 Minutes to read
- Print
- DarkLight
- PDF
Article summary
The integration of Zendesk with Dialpad allows agents to make and receive calls, send messages, and log calls as tickets in Zendesk. The process involves installing Dialpad in Zendesk, enabling Zendesk at the company and office levels, managing exceptions, and enabling call logging for automatic ticket creation. Admins can control access to settings and log various call activities in Zendesk. This integration enhances customer connections and streamlines communication processes for better customer support.
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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.
Lets dive into the details.
Who can use this feature
Dialpad's Zendesk integration is available to Ai Sales and Ai Contact Center customers, as well as Dialpad Ai Voice users on Pro and Enterprise plans.
Agents must be on Zendesk Talk Partner Edition 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.
Search for Dialpad
Select Install
Choose the account
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.
Head to your Admin Settings from Dialpad.com and navigate to My Company.
Select Integrations
Navigate to Zendesk
Select Options
Select Manage Settings
Select Enable this feature
Select the desired preferences
Select Save
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, head to your Admin Settings from Dialpad.com
Navigate to Office Settings
Select Integrations
Select Options
Select Manage Settings
Select Customize for this Office
Select Enable this feature
Select the desired preferences
Select Save
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.
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, head to your Admin Settings and navigate to My Company.
Select Integrations
Navigate to Zendesk
Select Options
Select Manage Exceptions
Select Add Exception
Navigate to Assign Groups
Select a group from the drop-down
Select a single or multiple target within the group
Select the desired preference
Select Save
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, head to Admin Settings from Dialpad.com
Navigate to Office Settings
Select Integrations
Navigate to Zendesk
Select Options
Select Manage Exceptions
Select Add Exception
Navigate to Assign Groups
Select a group from the drop-down
Select a single or multiple target within the group
Select the desired preference
Select Save
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, head to your Admin Settings from Dialpad.com
Navigate to My Company, Office Settings, or Shared lines
Select Integrations
Navigate to Zendesk
Select Options
Select Manage Settings
Navigate to Call logging
Select desired preference
Select Save
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
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.
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.
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.
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