Integrate Zendesk and Dialpad

  • Receive and place Dialpad calls straight from Zendesk 
  • Receive and send Dialpad messages straight 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 

Let's take a closer look at how you can integrate Zendesk for your entire team.

Who can use this feature?

Our Zendesk integration is currently available to Pro and Enterprise plans. Agents will also need to have the ability to access all tickets, be able to add and edit end users in Zendesk and be on Zendesk Talk Partner Edition.

Install the Dialpad App in Zendesk 

To add the Zendesk integration, you'll first need to install the Dialpad app from the Zendesk app store.

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Once installed, you'll navigate back to the Dialpad Admin portal to finish setting up and enabling the integration.

Enable the Zendesk Integration 

Single Office Accounts

To add the Zendesk integration to your individual office, follow these steps:

  1. Navigate to Admin Settings > Office > Integrations
  2. Next to Zendesk select Enable from the drop-down menu

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You'll be prompted to configure your Zendesk integration before finalizing the enablement.

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Multiple Office Accounts

To add the Zendesk integration for multiple offices in your Org, follow these steps:

  1. Navigate to Admin Settings > My Company > Integrations
  2. Next to Zendesk select Enable from the drop-down menu

After turning the integration on for your company, you'll need to select which offices you'd like to enable. To do this, select Office Access.

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You'll be prompted to configure your Zendesk integration before finalizing the enablement.

Configure Your Zendesk Integration

Once you've added the integration to either a specific office or multiple offices, you'll need to configure your integration by choosing which team members have access and your call logging options.

Enable Users

To do this, follow these steps:

  1. Navigate to Admin Settings > Office > Integrations
  2. Next to Zendesk select Options 
  3. Click Configure from the drop-down menu
  4. Under User Access, you will be able to choose users individually, Enable All, or Disable All

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Once enabled here, your users will see the Zendesk integration appear on their contact's sidebar.

Enable Call Logging

To create tickets automatically during inbound calls, call logging must be enabled. You'll be able to enable call logging at the Company, Office, Shared Lines, and User Level.

You can log the following items in Zendesk:

  • Log Calls as tickets
  • Post call recordings to Zendesk
  • Log calls that are sent to voicemail

Just navigate to that specific line > Integrations > Zendesk >Options > Configure > from the drop-down menu

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Please note, call logging in Zendesk is for external communication only. Meaning if you receive a call from another Dialpad user in your same company, that call will not log in your Zendesk instance.

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.

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Advanced Configuration Options

In addition to Call Logging, Admins can also:

  • Lock the call logging settings to all Offices (in Company Settings), Shared Lines, and Users
  • Apply the settings only to shared lines

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