Dialpad

Name: Dialpad
Rating: 4 (86 reviews)
Author: Dialpad, Inc

by Dialpad, Inc

4.0 (86)

Paid

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Dialpad enables Zendesk agents to make and receive phone calls directly within Zendesk tickets using Dialpad's cloud phone system, automatically creating tickets from calls and voicemails while displaying customer information and ticket history in both applications. The integration eliminates the need for separate desk phones or communication tools, streamlining workflows for support teams by consolidating voice communications with ticket management in a single interface. This benefits contact centers and remote support teams using Zendesk Talk - Partner Edition who need unified communications across voice, video, messaging, and meetings.

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View on Zendesk Marketplace

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Vendor Description

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.

Privacy & Data

Dialpad handles your data securely. For more information, please view our Privacy Policy.

Installation

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:

From the Admin Settings for each office, navigate to the Integrations tab.
From the Zendesk Options Drop Down, select ‘enable’.
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.
Enter your Zendesk Subdomain (the URL you use to login to Zendesk). Hit ‘Save’.
From the Zendesk Options Drop Down, select ‘edit access’.
Choose to either enable Zendesk for all users, or enable the integration for specific users.

Zendesk Admins: Install the Zendesk CTI

Locate the Dialpad integration in the Zendesk Apps Marketplace and click ‘install’.
Click on the ‘Install app’ button, give the app a title, and click ‘install’.
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

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

View on Zendesk Marketplace