Dialpad Support Reviews & Product Details

Executive level: easy to implement.

Manager level: good tools for monitoring and data collection

Agent level: easy to use Review collected by and hosted on G2.com.

Executive level: Onboarding could be more in-depth. Many features and functions were not covered in implementation - lots of self discovery and additional training required. During implementation - questions about features, functions, or issues got slow response times. A lack of urgency was felt.

Manager level: The system is missing key stats (for blended contact centers - AHT for OB and IB calls are fundamentally tied - cannot break apart, no avg response time for SMS SLA). Reporting is too siloed and when multiple contact centers are combined, entire stats and KPIs disappear, functionality is lost and reporting capabilities export capabilities are disabled causing repetitive exports and manual merging of data.

Also default OB settings are not available - agents must consistently select which contact center they want to use for OB calls (if assigned to multiple queues / coaching teams).

Agent level: Some features are not intuitive. Review collected by and hosted on G2.com.

Dialpad’s Contact Center has been easy to adopt and works well for managing inbound and outbound calls. The interface is clean, and features like call routing, recordings, and analytics help keep everything organized and efficient. It’s been a dependable solution for handling day to day communication without adding unnecessary complexity. Review collected by and hosted on G2.com.

While the platform works well overall, some parts of the setup and configuration aren’t very intuitive, especially for more advanced features. It can take time to get everything running exactly how you want, and the interface could be more streamlined in certain areas. Review collected by and hosted on G2.com.

The Ai transcript functionality, when I take multiple back-to-back calls, I don't often have time to put together detailed notes. The transcript feature helps a lot with recalling the context and nature of the conversation so I can close off my tasks and tickets. Review collected by and hosted on G2.com.

Sometimes having to refresh the dashboard to see the calls and agents in Q at a given time. Sometimes it doesn't need a refresh and other times it does. Also we connect to zendesk so the connection isn't always established on there for me to use the answer option with the integration, though this could be an issue with zd. Review collected by and hosted on G2.com.

Dialpad is user friendly and has lots of features that helps to monitor agents, keep call records, AI features, and reporting measures that I utilize daily to assist in managing a call center. Review collected by and hosted on G2.com.

It would be helpful if it were a little easier to navigate to call recordings and if it were possible to sync with our CRM in order to directly record call notes and call summaries automatically into our CRM when a call is over.0 Review collected by and hosted on G2.com.

Dialpad Support is generally responsive and easy to reach, with quick turnaround times on most tickets. The team is knowledgeable on core functionality and does a good job guiding users through setup and troubleshooting. I also appreciate the clean interface and the ability to access support directly within the platform, which makes resolving issues more efficient without disrupting workflow. Review collected by and hosted on G2.com.

Support can sometimes feel surface-level, especially for more complex issues involving integrations or call routing, where responses may require multiple follow-ups. Resolution times can vary, and it’s not always clear who owns the ticket. More proactive communication, deeper technical troubleshooting, and clearer escalation paths would improve the overall experience. Review collected by and hosted on G2.com.

What I like most about Dialpad Support is how responsive and knowledgeable the team is. Whenever I reach out with a question or issue, they get back quickly with clear, helpful guidance — not just generic answers, but solutions that actually work for my specific situation. Their support makes it easy to stay productive and confident using Dialpad every day. Review collected by and hosted on G2.com.

What I dislike about Dialpad Support is that sometimes response times can be slower than expected, especially during peak hours. On a few occasions it has taken longer than I’d like to get a resolution, which can be frustrating when I’m trying to address something quickly. However, once connected, the support quality is generally helpful. Review collected by and hosted on G2.com.

AI gives pretty good answers as long as the required info is within Dialpad documents and it is straightforward. For resolving problems, AI tends to go kind of rogue, but it knows when is time to transfer the case to human support. Human support is good when it is good. They are quickly responding to chats and carefully trying to understand problem users are dealing with. Review collected by and hosted on G2.com.

Human technical support often can not be reached for over an hour, and in the end, chat is disconnected. Most recent experience was that after a30+minutes of chatting on a problem, Dialpad technical support member said that the presented problem needs to be examined internally and that a confirmation email with the ticket number will be sent out. That email never arrived, and when a new chat (next day) was opened to get an update, technical support could not be found at all. Review collected by and hosted on G2.com.

How I acn get to the dept i need in chat and in calling in for support. I usually need technical assistance or porting and I like that you guys have different departments so that I do not have to be routed thru a basic answering service first Review collected by and hosted on G2.com.

One of the only things I dislike is that 90% of the time all my questions and tickets are handled outside of my business hours. I have repeatedly asked for this to be handled during my business hours, but if i do not receive the support I need right away (via chat) then it will take day and days to get it figured out. Its like phone tag but in email. I dont receive a response until the middle of the night. Another issue is that when that occurs, i need to verify my support code which takes another whole day to verify, because they ask for it in the middle of the night. Review collected by and hosted on G2.com.

Dialpad stands out as the absolute bottom of the barrel in my 7+ years steering business systems teams—hands down the most incompetent and unethical outfit I've encountered. Their software is a glitchy, unscalable disaster that drags productivity into the abyss. We followed every contract stipulation to cancel at term's end, yet they vanished like ghosts for months, botched the cancellation, offered zilch in transition help, and brazenly kept siphoning fees from our accounts. Now they're claiming they "can't figure out" a simple refund? Our CFO took it straight to their CEO, only to be met with crickets and total dismissal. Steer clear of Dialpad at all costs: it's a toxic mix of sleazy practices and a worthless product that screams "buyer beware." Review collected by and hosted on G2.com.

Dialpad stands out as the absolute bottom of the barrel in my 7+ years steering business systems teams—hands down the most incompetent and unethical outfit I've encountered. Their software is a glitchy, unscalable disaster that drags productivity into the abyss. We followed every contract stipulation to cancel at term's end, yet they vanished like ghosts for months, botched the cancellation, offered zilch in transition help, and brazenly kept siphoning fees from our accounts. Now they're claiming they "can't figure out" a simple refund? Our CFO took it straight to their CEO, only to be met with crickets and total dismissal. Steer clear of Dialpad at all costs: it's a toxic mix of sleazy practices and a worthless product that screams "buyer beware." Review collected by and hosted on G2.com.

They're very responsive, timely, friendly, and informative! Review collected by and hosted on G2.com.

I wish their chat support was a bit easier as I often am redirected to email when I've used this in the past. Review collected by and hosted on G2.com.