Integration · Helpdesk & Support DialPhone replaces Zendesk Talk with a full AI-powered business phone system that runs natively inside Zendesk. Voice calls become tickets, AI writes the ticket summary, Agent Assist surfaces relevant knowledge on the screen, and bi-directional sync keeps every customer interaction in one place. Included on the DialPhone Advanced plan at $34 per user per month.
What it does
- Voice channel inside Zendesk: inbound and outbound calls become Zendesk tickets with full AI transcription
- AI ticket summaries: every call generates a structured ticket description with intent, sentiment, next steps
- AI Agent Assist: real-time knowledge suggestions on the agent screen during live calls
- Bi-directional sync: ticket status changes in Zendesk trigger DialPhone actions; DialPhone events update Zendesk tickets
- AI SMS drafting inside the Zendesk UI with context from the full ticket history
- Screen pop on inbound: matching ticket or customer record opens automatically
- Omnichannel-ready: voice joins the Zendesk Omnichannel routing alongside email, chat, messaging
Setup in 15 minutes
- Install from Zendesk Marketplace. One-click install into your Zendesk admin panel.
- Authenticate with OAuth. Approve the DialPhone app and map users.
- Configure routing and triggers. Default mappings cover standard ticket workflows; customize as needed.
Power features like conditional routing, IVR, after-hours flows, and call recording carry over through a one-time setup. Most deployments go live in under an hour.
Voice calls become tickets automatically
Inbound call rings, the AI identifies the caller, checks Zendesk for a matching customer, pops the record for the agent, starts transcribing. When the call ends:
- A ticket is created (or updated) with the AI-generated summary
- Full transcript attaches to the ticket as a private note
- Sentiment score posts to a custom field
- Recording (if enabled) attaches as audio
- Action items surface as ticket comments for the agent to confirm
No post-call ticket writing. No copy-paste. No “I’ll get to it later” gaps.
AI Agent Assist for live calls
During an active call the AI surfaces on the agent’s screen:
- The most relevant Zendesk article for what the customer just said
- Similar past tickets and how they were resolved
- Product manuals, FAQs, and runbooks from the consolidated knowledge base
- Suggested phrasing for complex or compliance-sensitive moments
Average Handle Time drops 50 percent. First Contact Resolution climbs 35 percent. New-hire ramp time goes from months to days because the AI coaches while they handle calls.
Explore AI Agent & Supervisor Assist →
Bi-directional sync with Zendesk triggers
Zendesk → DialPhone: A high-priority ticket comes in → DialPhone routes the customer to a VIP queue with shorter wait. A ticket is marked urgent → DialPhone triggers a callback within 15 minutes if the customer is not already on a call.
DialPhone → Zendesk: A call’s AI sentiment drops below threshold → ticket priority auto-elevates. A missed call creates a ticket with AI-drafted follow-up. Repeated inbound calls from the same customer in one day → auto-merge into a single ticket.
Custom fields, custom objects, triggers, and SLA policies all supported.
AI SMS drafting inside Zendesk
Incoming SMS from customers arrives as a Zendesk ticket. AI drafts a suggested response based on the ticket history and knowledge base. Agents send from the Zendesk UI, no app switching. Outbound SMS threads attach to the ticket automatically.
Omnichannel routing with 20+ digital channels
Zendesk’s Omnichannel routing gets you email, chat, messaging, and social plus voice via Talk or DialPhone. If you need deeper digital-channel coverage, WhatsApp Business, Instagram DMs, Apple Messages for Business, X (Twitter), layer the DialPhone AI Contact Center on top. 20+ channels, unified queue, single agent desktop, 100 percent interaction analytics.
Zendesk Talk vs DialPhone for Zendesk
| Feature | Zendesk Talk | DialPhone for Zendesk |
|---|---|---|
| Voice channel in Zendesk | ✓ | ✓ |
| Real-time transcription | Basic | ✓ With sentiment |
| AI ticket summaries | Not available | ✓ |
| AI Agent Assist (live knowledge) | Not available | ✓ |
| AI SMS drafting | Not available | ✓ |
| AI Receptionist (24/7) | Not available | ✓ From $59/mo |
| 100% interaction analytics | Not available | ✓ |
| Omnichannel with 20+ digital channels | Limited | ✓ With CCaaS product |
| Published contact-center pricing | Quote-only above Team tier | ✓ $65/$95/$145 |
| Unlimited domestic calling | Limited minutes | ✓ |
| Free number porting | Limited | ✓ 105 countries |
| HIPAA BAA | Enterprise only | ✓ All plans |
Included on Advanced and Ultra
- Advanced, $34/user/mo includes the Zendesk integration, AI transcription, Agent Assist, SMS drafting, bi-directional sync
- Ultra, $54/user/mo adds real-time analytics, dedicated CSM, custom API access
Zendesk licenses remain separate, you pay Zendesk directly for your Zendesk Suite subscription.
See full DialPhone pricing → · See contact center pricing →
Who this is for
- Support teams that outgrew Zendesk Talk and want AI without leaving Zendesk
- Sales teams using Zendesk Sell who need a real phone system with CRM logging
- Contact centers running Zendesk Suite that need 100 percent interaction analytics and 20+ channel coverage
- Regulated support (healthcare, financial services) needing HIPAA BAA on the voice/SMS layer
- Multi-brand orgs using Zendesk with brand-specific routing, DialPhone supports multi-brand setups natively
Security and compliance
OAuth 2.0 for authentication — DialPhone stores no Zendesk credentials, and API access is scoped to the objects you approve. Data in transit is encrypted with TLS 1.2+, data at rest with AES-256. Customer data is never used to train public AI models. DialPhone is SOC 2 Type II audited, and the Zendesk integration inherits those controls. A HIPAA BAA is available on every plan for healthcare and financial-services teams running voice and SMS through Zendesk.
Related integrations and content
- DialPhone for Salesforce: if you use Salesforce Service Cloud instead
- DialPhone for ServiceNow: enterprise service-management alternative
- DialPhone AI Contact Center: 20+ digital channels on top of Zendesk
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