The integration is nice, but the option to have recordings import into tickets doesn't work, it just makes a new ticket every call. Then, when you merge the call ticket into the original ticket, it no longer lets you actively listen to the recording in the ticket. Being able to take and receive calls while still in Zendesk is great! But I can no longer see which agents are on the line and which are free. This integration is nice, but it's not perfect.

Dialpad is a great way to communicate to our members. I use it everyday for work. I appreciate the features it has to transfer calls, call back a missed call and it also has an availability feature. When transferring a phone call to a different department, you do not have to transfer right away, you can also communicate with the other departments regarding the situation and then transfer the member waiting on hold. Since, I use Dialpad everyday during business hours, I often use the availability status option as well. For example, if I need to finish sending emails to a few members, then I can put my status as offline support and no calls would come through until I complete the emailing task and change my status.

Great app! Seamless integrations, easy-to-use, and no issues to date!

App works very well, better than using the integration with Zendesk or the webapp. Calls sometimes have a sound delay of almost a second, which impacts conversations. Other than that, manager tools work extremely well, monitoring tools are very good. I recommend it.

App works well when its not glitching. There's some constant glitches but other than that its perfect. I like how it transcribes well for calls that are not recorded in case you need a refresher or need any addition information. Would highly recommend for high functioning businesses.