Dialpad

Dialpad

Make phone calls in Zendesk with Dialpad.

Dialpad is business communications, simplified. Connect agents, customers, and Zendesk tickets all in one modern phone system.

Note: This integration is available with Zendesk Talk - Partner Edition to Dialpad Pro and Enterprise customers (see zendesk.com/talk/pricing and dialpad.com/pricing for details).

Dialpad Phone System Overview:

  • Intuitive User Experience: Consumer-like usability on any device, built by the founders of Google Voice.
  • One Global Platform: Single interface for voice, video, messaging, and meetings for your entire company—available in 60+ countries.
  • Rapid Deployment Engine: Spin up new support centers, IVRs, and remote agents instantly with modern cloud architecture.

Zendesk Integrations Overview:

  • Faster dialling: Place calls directly within Zendesk, no desk phones or additional apps needed.
  • Automatic ticket creation: Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution at the end of the call.
  • Integrated customer data: View customer information and ticket history inside Dialpad, and even create tickets directly from the Dialpad apps.

Download our Zendesk Data Sheet to learn more.

Note: This integration is available with Zendesk Talk - Partner Edition to Dialpad Pro and Enterprise customers (see zendesk.com/talk/pricing and dialpad.com/pricing for details).

Dialpad Admins: Set up the Zendesk Integration in Dialpad

Initial step for accounts with multiple offices: Navigate to the company settings page, and enable the Zendesk integration for the company. Then follow the steps below for each office where you want to use the integration.

For accounts with one office:

  1. From the Admin Settings for each office, navigate to the Integrations tab.
  2. From the Zendesk Options Drop Down, select ‘enable’.
  3. To enable call logging, ensure ‘Log calls automatically’ and ‘Log calls that are sent to voicemail’ are both checked.
    • Note - this can optionally be configured at the user level, by navigating to the ‘Team’ tab, and selecting ‘Configure Integrations’ from the Account drop down.
  4. Enter your Zendesk Subdomain (the URL you use to login to Zendesk). Hit ‘Save’.
  5. From the Zendesk Options Drop Down, select ‘edit access’.
  6. Choose to either enable Zendesk for all users, or enable the integration for specific users.

Zendesk Admins: Install the Zendesk CTI

  1. Locate the Dialpad integration in the Zendesk Apps Marketplace and click ‘install’.
  2. Click on the ‘Install app’ button, give the app a title, and click ‘install’.
  3. Once installed, the Dialpad app will appear in the upper right corner of the Zendesk interface. Click on it to expand the window, log in, and get started making calls.

Users: Connect Zendesk to Dialpad

  1. From the Dialpad App (desktop or chrome), navigate to the Zendesk integration on the Dialpad sidebar. Select ‘Connect Zendesk’
  2. Enter your Zendesk login credentials. Calls will now be logged into Zendesk, and Zendesk data will be viewable in Dialpad.

App Details

  • Author: Dialpad, Inc
  • Support: Email / Website
  • Version:1.0
  • This is an app. It will install right into your Zendesk Support account.

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