Use the Dialpad + Zendesk Integration

 

 

Connect the Integration 

You can connect Zendesk + Dialpad in both your Dialpad app and in Zendesk. Let's first take a look at connecting the integration to your Dialpad app. 

Connect Zendesk in Dialpad 

Navigate to a contact and expand their sidebar to see the option to connect Zendesk (just like Salesforce or G Suite or Office 365 integrations). 

You'll need to enter your Zendesk domain plus your login credentials to finalize. 

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Connect Dialpad in Zendesk

Before taking these steps, make sure your Admin has added Dialpad from the Zendesk app store.

On your Agent view, click on the Dialpad logo to expand login options via G Suite, Office 365, or email and password. 

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Match a Customer Record in Dialpad

Once integrated, Dialpad will search through Zendesk to match your contacts with existing Zendesk users. If none exists, you can create a new record based on their Dialpad info.

Keep in mind that Agents need to have access to create contacts in Zendesk.

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In the case where multiple matches appear, just select the correct one to sync. 

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Create a Ticket in Dialpad 

No need to toggle over to Zendesk to create a support ticket. Just select Create New Ticket to toggle between your brands, mark the priority, and add the details of the ticket. 

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Once created you'll see the ticket appear under Unresolved Tickets and All Tickets with the ability to click on either to launch your Zendesk portal. 

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Receive Calls and Create Tickets in Zendesk

When Agents receive a call, the Dialpad widget will automatically expand to display answer options. 

Plus, we'll automatically load a New Ticket page for Agents to log the call and any notes. 

Send Dialpad Messages in Zendesk

Not able to leave Zendesk but need to send a quick message? No problem! Search and click into the contact you need to reach out to.

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Click to Call in Zendesk

Need to place an outbound call? Simply navigate to any ticket in Zendesk to have the Dialpad widget automatically populate the Call button with the phone number for the last customer you talked with over Dialpad. 

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Additional Features

The Dialpad widget also houses general app settings that Agents will be familiar with using the desktop app. Those include:

  • Profile settings 
  • Caller ID toggle 
  • DND toggle 
  • If applied, Custom Off Duty Status' for Call Center
  • Call screen/search 
  • Widget settings (Dept DND + Call Queue DND)

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View Post Wrap Up Time

After ending a call, you'll see your post wrap up time displayed across your widget with the option to end early and hop back in the queue.

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Frequently Asked Questions (FAQs)

Are canceled calls logged in Zendesk?

Yes; however, calls made and canceled within 5 seconds will not be logged in Zendesk. Only calls made and canceled after 5 seconds will be logged.

Are missed calls without voicemails logged to Zendesk?

No, missed calls without voicemails are not logged to Zendesk.

How do we log voicemails for Departments and Call Centers?

We do a round-robin to decide which user in a department/call center to log tickets created from voicemails. Preference is given to the Department and Call Centre admins. At least one of the members of the Department or Call Centre must be connected to Zendesk with permission to log tickets 

Does this integration sync my Zendesk contacts to Dialpad?

No. We currently do not perform contact sync between Zendesk and Dialpad. For example, when you someone calls into your Dialpad and you are using the Zendesk integration, unless that contact is saved in your Zendesk account the phone ticket that gets created will only show the phone number they are calling from. 

How do I get the names of my callers to show up in Zendesk?

You will need to manually add them to Zendesk as an End User.

Do I need to provide browser access to anything?

Yes, you must provide browser access to your microphone and sound to use our CTIs. While using Google Chrome, copy and paste chrome://settings/content/siteDetails?site=https%3A%2F%2Fdialpad.com to launch the configuration menu.

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