Integrate Zendesk and Dialpad
  • 27 Nov 2023
  • 2 Minutes to read
  • Dark
  • PDF

Integrate Zendesk and Dialpad

  • Dark
  • PDF

Article Summary

Build stronger customer connections by integrating Zendesk + 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 

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

Who can use this feature
The Zendesk integration is available 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, its time to enable the integration in Dialpad. 

This can be 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, log in on and navigate to Admin Settings

  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

  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. 

Configure your Zendesk integration

Once you've added the integration, you must determine which team members can access it, and choose your call logging options.

Enable users

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

  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.

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 

  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 items 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
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

Was this article helpful?