Dialpad searches your connected Zendesk account for a matching contact whenever you make or receive a call. Contact matching also continues to work during transferred calls, helping agents see the correct customer information throughout the conversation.
Let’s dive into the details.
Who can use this
Dialpad's Zendesk integration is available to Dialpad Sell and Dialpad Support customers, as well as Dialpad Connect users on Pro and Enterprise plans.
Agents must be on a Zendesk Talk Partner Edition, with access to tickets and user management.
How contact matching works
When you make or receive a call, Dialpad automatically searches your connected Zendesk account for a matching contact. It searches by phone number first, then by email if needed, to identify the correct contact for the ticket and CTI.
Dialpad searches using the caller's phone number first and uses exact matching across common phone formats:
With a country code (for example, +14155551234)
Without a country code (for example, 4155551234)
With a leading 0 (for example, 04155551234)
If no phone number match is found, Dialpad checks the email address next.
Contact matching outcomes
One matching contact
When only one matching contact is found:
The contact appears in the CTI.
The contact is set as the ticket requester.
No new Zendesk contact is created.
Note
The Via field now identifies how a ticket was created by showing the actual interaction type, such as:
Inbound Call
Outbound Call
Voicemail
If your reports, filters, or automations rely on the Via field, review them to ensure they're using the new values.
Multiple matching contacts
When more than one matching contact is found:
Dialpad sorts the matching contacts by recent activity.
The most recently active contact is selected.
No duplicate contact is created.
No matching contact
When no matching contact is found:
A ticket is still created.
The ticket uses the agent as the requester.
No new Zendesk contact is created automatically.
Dialpad also supports creating contacts when no matches were found in Zendesk.
Admins can configure contacts manually. To enable admins to manually create contacts, go to your Dialpad Admin Portal.
Select Integrations > Navigate to Zendesk
Select Options > Manage Settings
Navigate to Call logging
Select Create a new contact if no matches are found
Select Save changes
Rematch a contact
If the wrong contact is matched or no contact is found, you can manually search again using the Rematch button in the Dialpad widget.
Note
When the same contact exists in both Dialpad and Zendesk, Zendesk information takes priority. The contact's name, email address, and other details shown in the Dialpad sidebar and in the ticket are from Zendesk.
Contact matching for transferred calls
When a call is transferred, Dialpad keeps the original contact match throughout the transfer. This allows every agent who handles the call to see the same matched Zendesk contact.
Admins can enable the creation of a new ticket for transferred calls. To enable the creation of a new ticket for transferred calls, go to your Dialpad Admin Settings.
Select Integrations > Navigate to Zendesk
Select Options > Manage Settings
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Navigate to Call logging
Select Log transferred call as a new ticket
Select Save changes
Ticket creation
When you receive a call, the Dialpad Widget automatically opens so you can answer the call.
At the same time, Dialpad opens a new Zendesk ticket, making it easy to add call notes and other details while you're talking to the customer.
Available fields
Dialpad offers a wide variety of fields that can be mapped in Zendesk.
Find our available fields and their definitions listed below.
Fields
Field name | Description |
|---|---|
Agent | The name of the agent who handled the call. |
Call Disposition | The call outcome selected at the end of the conversation. |
Call End Time | The date and time when the call ended. |
Call Start Time | The date and time when the call connected. |
Callback Number | The phone number the caller requested to be called back on. |
Callback Source | Where the callback request originated, such as a queue or web widget. |
Call Status | The final status of the call, such as Completed, Missed, or Abandoned. |
Created Time | The date and time the call record was created. |
Customer Requested Voicemail | Indicates whether the caller chose to leave a voicemail instead of waiting for an agent. |
Direction | The direction of the call, such as Inbound, Outbound, Internal, or Callback. |
Dialed Number (DNIS) | The phone number the caller dialed. |
Call Duration | The total length of the call (in seconds). |
End User | The Zendesk user associated with the caller. |
External ID | A unique identifier for the call in another system. |
From Number | The phone number that initiated the call. |
From Line Nickname | The display name of the outbound line used to place the call. |
To Number | The phone number that received the call. |
Hold Time | The total time the caller spent on hold (in seconds). |
IVR Action | The option the caller selected in the IVR menu. |
IVR Destination Group | The group or destination selected through IVR routing. |
IVR Menu Hops | The number of IVR menu options the caller went through before reaching an agent. |
IVR Routed Number | The phone number to which the IVR routed the call. |
Organization | The Zendesk organization associated with the caller. |
Outside Business Hours | Indicates whether the call occurred outside business hours. |
Overflowed | Indicates whether the call was routed to another destination because the original destination was unavailable. |
Overflow Destination | The phone number to which the call was routed after overflowing. |
Queue Name | The name of the queue that handled the call. |
Queue Time | The amount of time the caller waited in the queue before an agent answered. |
Recording Time | The total amount of recorded audio (in seconds). |
Recording URL | A link to the call recording. |
Talk Time | The amount of time the caller spent speaking with an agent, excluding hold and conference time. |
Ticket | The Zendesk ticket associated with the call. |
Transcript | The text transcript of the voicemail or conversation, when available. |
Last Updated | The date and time the call record was last updated. |
Voicemail | Indicates whether the call resulted in a voicemail. |
Wait Time | The total amount of time the caller waited before speaking with an agent. |
Wrap-up Time | The total time agents spent completing after-call work. |
Frequently asked questions
Why wasn't a new contact created?
If Dialpad doesn't find a matching contact, it creates the ticket without creating a new Zendesk contact unless automatic contact creation is enabled.
Why does the CTI show "No Match" even though the contact exists in Dialpad?
Dialpad searches Zendesk for a matching contact. If the contact exists only in Dialpad and not in Zendesk, the CTI shows No Match.
What happens if there are multiple matching contacts?
Dialpad sorts the matching contacts by recent activity and selects the most recently active contact.
Can I manually choose another contact?
Yes. Use the Rematch button in the Dialpad sidebar to search again for the correct contact.