Zendesk FAQs

Below are some frequently asked questions about the Dialpad + Zendesk integration.

Why did the Zendesk integration stop working after IP restrictions were enabled?

Dialpad uses dynamically assigned IP addresses, so there is no fixed Dialpad IP address to add to a Zendesk allowlist. Zendesk IP restrictions can block Dialpad API requests.

To restore the integration, disable Zendesk IP restrictions or configure an access policy that permits Dialpad API traffic.

The CTI says “No record found,” even though the contact exists in Zendesk. What should I do?

The Dialpad–Zendesk connection may be disconnected.

1. Check the Dialpad sidebar for a Zendesk connection prompt.
2. Reconnect Zendesk if prompted.
3. Reload the CTI after reconnecting.

The CTI still shows “disconnected” after I connected Zendesk. What should I do?

The CTI may not refresh automatically after authentication. Reload the CTI page manually after completing the Zendesk OAuth connection.

Why does the CTI show “No Match” when the contact exists in Dialpad?

Dialpad searches your connected Zendesk account for a matching contact. If the contact exists in Dialpad but not in Zendesk, the CTI displays “No Match.”

How does Dialpad find a matching Zendesk contact?

Dialpad searches by phone number first, using common formats with or without a country code. If no phone-number match is found, Dialpad checks the caller’s email address.

What happens when multiple Zendesk contacts match?

Dialpad sorts matching contacts by recent activity and selects the most recently active contact. It does not create a duplicate contact.

Can I choose a different contact?

Yes. Select Rematch in the Dialpad sidebar and search for the correct Zendesk contact.

Why wasn’t a new Zendesk contact created?

When no matching contact is found, Dialpad can create the ticket without automatically creating a Zendesk contact. An administrator can enable automatic contact creation in Admin Portal > Integrations > Zendesk > Options > Manage Settings > Call logging.

Select Create a new contact if no matches are found, then select Save changes.

Why is the agent listed as the ticket requester?

If no Zendesk contact is matched, the ticket uses the agent as the requester by default. Enable Create a new contact if no matches are found to create a contact and use that contact as the requester.

Why aren’t Zendesk tickets being created?

Check the following:

1. Confirm that the agent is connected to Zendesk.
2. Verify that Zendesk IP restrictions are not blocking Dialpad API requests.
3. Confirm that call-logging settings are configured correctly.
4. Check whether the issue affects multiple users or accounts.

Why aren’t missed calls or voicemails creating tickets?

An administrator should confirm that Log missed calls and Log voicemails are enabled in the Zendesk integration’s call-logging settings.

Why does the Zendesk sidebar show “None” even though a ticket was created?

The ticket may exist in Zendesk but not yet appear in the Dialpad sidebar. Refresh the sidebar or check Zendesk directly to confirm whether the ticket was created.

Why can’t a Zendesk reviewer open the AI transcript?

Dialpad transcript links require an active Dialpad login session. If reviewers do not have Dialpad accounts, an administrator can enable Log call recordings as an attachment and use the Dialpad - Transcript field when transcript text is needed for review.

Why are Dialpad call details missing from Zendesk tickets?

Call details may be missing if the Zendesk connection does not have sufficient permissions to create or provision Dialpad custom fields. Reconnect Zendesk using a Zendesk Admin account to re-provision missing fields.

Can deleted Dialpad custom fields be restored?

A Zendesk Admin can recreate the field manually, or reconnect the integration to re-provision missing fields. Historical data associated with a deleted field cannot be recovered.

Why does a ticket show “Recording not available” when an “Access recording” link is present?

This can be a display inconsistency. If the Access recording link is available, the recording may still be accessible through that link.

What happens when a call is transferred?

Dialpad keeps the original Zendesk contact match throughout the transfer. Administrators can enable Log transferred call as a new ticket in the Zendesk call-logging settings if a separate ticket is needed for transferred calls.

What authentication method does the integration use?

Zendesk connections using Basic Auth must be re-linked through OAuth. Administrators should reconnect any existing Basic Auth connection using OAuth.