dialnote's Zendesk integration is currently in development. When it launches, you'll be able to connect your Zendesk account and automatically create support tickets from calls, attach recordings and transcripts, and keep your customer records in sync — all without switching between apps.

What to Expect#

The Zendesk integration will give your support team full context on every call, right inside Zendesk. Here's what's planned:

Automatic ticket creation — When a call ends, dialnote will create or update a Zendesk ticket with the call details. Missed calls, voicemails, and completed conversations will all get logged so nothing slips through the cracks.

Transcript and recording attachments — AI-generated transcripts and call recordings will be attached to tickets automatically. Your agents can review what was said without leaving Zendesk, and supervisors can spot-check calls right from the ticket view.

AI summary sync — Each call's AI-generated summary and action items will be added as internal notes on the ticket. This gives agents a quick snapshot of the conversation without reading the full transcript.

Contact matching — dialnote will match callers to existing Zendesk users based on phone number. New callers can automatically get a user profile created so they're tracked from the first call.

Per-number control — Choose which dialnote phone numbers sync data to Zendesk. Keep internal lines private while syncing your support numbers.

Connect Zendesk Today with Webhooks#

You don't have to wait for the native integration. dialnote's webhook system can send call events to Zendesk right now.

Option 1: Use Zapier (no code)

  1. Go to Settings → Webhooks and connect your Zapier account
  2. Create a Zap with dialnote as the trigger — pick "Call Completed" or "Recording Ready"
  3. Choose Zendesk as the action app and select "Create Ticket" or "Update Ticket"
  4. Map the fields — route call direction, duration, transcript, and AI summary to the right ticket fields
  5. Turn it on and your calls will start flowing into Zendesk tickets

Option 2: Use custom webhooks

  1. Go to Settings → Webhooks and add a new webhook endpoint
  2. Point it at a middleware service (like a serverless function) that calls the Zendesk API
  3. Select which events to send — call.completed, call.recording.completed, and note.created
  4. Use the test button to verify your payload is formatted correctly
  5. Your middleware transforms the dialnote payload into Zendesk's ticket API format

Both options get you call-to-ticket logging while the native integration is being built.

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