Integration · HELPDESK · Flagship
Your Zendesk agent desktop, upgraded with AI voice and SMS
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 | — | ✓ |
| AI Agent Assist (live knowledge) | — | ✓ |
| AI SMS drafting | — | ✓ |
| AI Receptionist (24/7) | — | ✓ From $59/mo |
| 100% interaction analytics | — | ✓ |
| 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
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
- Customer support solution
- All integrations