Dialpad + Zendesk
    • 21 May 2024
    • 2 Minutes to read
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    Dialpad + Zendesk

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    Article summary

    Build stronger customer connections by integrating Zendesk with Dialpad! With the integration, your agents can:

    • 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 

    Lets dive into the details. 

    Who can use this feature
    Dialpad's Zendesk integration is available to Ai Sales and Ai Contact Center customers, as well as Dialpad Ai Voice users on Pro and Enterprise plans.
    Agents must be on Zendesk Talk Partner Edition with access to the tickets and user management. 

    Install Dialpad in Zendesk 

    To use the Dialpad + Zendesk integration, first, you need to install the Dialpad app from the Zendesk app store.

    1.  Search for Dialpad
    2. Select Install
    3. Choose the account


    Once installed, return to the Dialpad admin portal to set up the integration.

    Enable the Zendesk integration 

    After the Dialpad app has been added to your Zendesk account, it's time to enable the integration in Dialpad. 

    This is done from your Office Settings, or, from your Company Settings if you have more than one office. 

    Enable for individual office

    To add the Zendesk integration to an individual office, head to your Admin Settings from Dialpad.com 

    1. Navigate to Office Settings
    2. Select Integrations
    3. Beside Zendesk, select Options
    4. Select Enable 

    Follow the prompts to configure the integration.


    Multiple office accounts

    To add the Zendesk integration for multiple offices in your organization, head to your Admin Settings from Dialpad.com

    1.  Select My Company
    2. Select Integrations
    3. Beside Zendesk, select Options
    4. Select Enable 
    5. Navigate to the Office Access tab
    6. Select which offices you'd like to enable
    7. Navigate to the Settings tab to configure your Zendesk integration before finalizing the enablement. 

    Enable users

    Once you've added the integration, it's time to customize access and enable users. 

    To enable access for your users, head to your Admin Settings from Dialpad.com 

    1. Navigate to Office Settings
    2. Select Integrations
    3. Beside Zendesk, select Options 
    4. Select Configure 
    5. Select User Access 
    6. Add users individually by entering their name in the search bar, or enable all users with the Enable All button


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

    Note
    User access must be configured at the Office level as Departments and Contact Centers automatically assume the office's integration settings.
    Offices can inherit the company-level settings, or use their own. 


    Enable call logging

    Call logging must be enabled to create tickets automatically during inbound calls. Call logging can be enabled at the company, office, shared lines, and user levels.

    To enable call logging, head to your Admin Settings from Dialpad.com 

    1. Navigate to Office Settings
    2. Select Integrations
    3. Beside Zendesk, select Options
    4. Select Configure 
    5. Select Settings
    6. Navigate to Call Logging

    The following activities can be logged in Zendesk:

    • Log calls as tickets
    • Post-call recordings to Zendesk
    • Log auto external transferred calls
    • Log calls that are sent to voicemail
    Tip:
    Call logging in Zendesk is for external communication only. If you receive a call from another Dialpad user in your same company, that call will not log in to 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.

    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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