Integrate Zendesk and Dialpad

Our Zendesk integration is currently available to Pro and Enterprise plans. Agents will also need to be on Zendesk Talk Partner Edition.

Build stronger customer connections by integrating Zendesk + Dialpad. With the integration, your Agents can:

  • Receive and place Dialpad calls 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. 

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)

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 

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

Enable the Zendesk Integration (Multiple Offices)

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

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

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

After turning the integration on for your company, you'll need to select which offices you'd like to enable. To do this, select Edit Access from the drop-down menu.

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Enable Zendesk for Users

Once you've added the integration to either a specific office or multiple offices, you'll need to choose which team members have access. To do this, follow these steps:

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

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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, Department, or Call Center level.

Just navigate to that specific line and then Advanced Settings

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Voicemail and Call Recording Logging 

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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