Resources · Zapier integration

Daktela Zapier integrationAutomate Daktela with Zapier.

The Daktela Zapier integration gives you 10 triggers, 15 actions and 5 searches to move tickets, contacts, accounts and CRM records out of your contact center and into the rest of your tools, without anyone copying them by hand.

See the 30 operations

Verified Trustpilot reviews · AI, automation & growth agency

Overview

What the Daktela Zapier integration actually does

It links your Daktela contact center to Zapier so that something happening in Daktela (a ticket opened, a contact edited, a CRM record created) starts a chain of steps on its own. Zapier can also write back into Daktela: open tickets, add comments, place calls, send emails and texts from your queues.

Three Zaps worth building first. An alert that reaches a person: New Ticket fires, and Send SMS pushes a short text from one of your SMS queues to whoever is on duty. A support history that stays in one place: when another tool raises an issue, Find Ticket locates the right ticket and Add Comment to a Ticket logs the update on it, so agents read everything in Daktela. A calling list that fills itself: New Contact or New Account feeds Create Campaign Record, and the record lands in an outbound campaign for your team to work.

Now the limits. Every one of the 10 triggers is a polling trigger, so none of them is instant: Zapier checks Daktela on a timer, and the free plan checks every 15 minutes. There is no trigger for a finished call, a chat or a social message, only for accounts, contacts, campaign records, CRM records and tickets. And nothing here deletes: the closest move is the Deleted option on Create CRM Record and Update CRM Record. When an operation is missing, Custom API Request (Beta) is the escape hatch, but it asks you to know the Daktela API.

If you are still choosing a platform, the same app has a Daktela Make integration page, and the Make vs Zapier comparison lays the two side by side.

Vocabulary

Zapier words you will see on this page

Seven terms are enough to read the rest without a dictionary.

Zap
The automation you build: one trigger, then one or more actions that run each time that trigger event happens.
Trigger
The event in Daktela that starts the Zap. Once the Zap is switched on, Zapier waits for it and reacts.
Action
What the Zap does once started: the step that creates, updates or sends something in Daktela or another app for you.
Task
What Zapier bills you for: one action your Zap completes successfully. Your plan's allowance is a count of those.
Polling vs instant trigger
Polling: Zapier asks the app for new items on a timer and keeps what it has not seen. Instant: the app calls Zapier the moment it happens.
Filter
A step that lets the Zap carry on only when what arrived meets your condition, and quietly stops it otherwise.
Search step
A step that looks up something that already exists, such as a Daktela ticket, so later steps can use what it found.
Cost

What a Daktela Zap really costs

Daktela is not a premium app, so it works on the free plan. The bill is counted in tasks, and only finished actions count.

  • Free plan100 tasks a month, unlimited Zaps
  • Free plan Zap size2 steps: one trigger, one action
  • Daktela premium app?No, available on the free plan
  • What countsEach successful action, never the trigger

The trigger never costs a task, and neither does Zapier checking Daktela, however often it looks. Each action that succeeds is one task, so a Zap with three actions uses three times what a one-action Zap uses. A failed action is not counted. The catch on the free plan: it only builds two-step Zaps, one trigger and one action. Add a filter, a search or a second action and you need a paid plan. Polling speed also depends on the plan.

Connect

Connect your Daktela account to Zapier

  1. 01

    Open Apps and add a connection

    In your Zapier account, go to Apps and click + Add connection. A connection is your Daktela account linked once, then reused by every step that touches Daktela.

  2. 02

    Find Daktela and confirm

    Type Daktela in the search box of the dialog, pick it, then click Add connection. Have your Daktela login ready, plus access to whatever you want the Zap to read or change.

  3. 03

    Sign in and grant access

    Log in to Daktela in the tab that opens and allow Zapier to reach the account. If you plan to touch tickets or records you do not own, check you have read or write rights on them first.

First Zap

Your first Zap: text the on-call agent about urgent tickets

GoalEvery new Daktela ticket marked with your top priority sends a short SMS to the agent on duty.

  1. 01

    Build: pick the trigger

    Create a Zap, choose Daktela and the New Ticket event, then select your Daktela connection. This is the step that watches for every ticket created.

  2. 02

    Test the trigger on a real ticket

    Run the test: Zapier brings back the three most recent tickets of the account. Pick one with a high priority so the next steps have real values to map.

  3. 03

    Add the filter

    Click the plus icon and add Filter. Choose the priority field, a text rule, and your top priority level. Tickets that do not match stop here and cost nothing.

  4. 04

    Add Send SMS

    Add Daktela again with Send SMS. Fill Number with the on-call phone, pick a valid SMS queue, and write the Text using the ticket title from step one.

  5. 05

    Test, then Publish

    Test the action once and read what came back. Then Publish to switch the Zap on. With a filter it is a multi-step Zap, so a paid plan is required.

Triggers

The 10 Daktela triggers

10 events start a Zap when something happens in Daktela. Zapier checks for them at the interval your plan allows.

1

Updated Account

Polling trigger

In Zapier“Triggers when an account is updated.”

Picks up an account the moment Zapier notices that something on it changed since its last check, and hands the edited account to your next steps.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
the account owner changes and your billing or sales tool should hear about it without a weekly export.
Watch out
the trigger only sees the account after the edit, so map fields from the updated version.
2

New Account

Polling trigger

In Zapier“Triggers when a new account is created.”

Starts the Zap whenever a fresh account appears in Daktela, so each new customer company gets the same follow-up the moment Zapier finds it.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
you want every new account to open an onboarding ticket or land in a calling campaign.
Watch out
accounts created before the Zap was switched on are never sent through it.
3

Updated Campaign Record

Polling trigger

In Zapier“Triggers when a campaign record is updated.”

Watches the records of your outbound campaigns and fires when one of them is edited, for example after an agent works it and saves the result.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
a sales manager wants campaign outcomes pushed to a shared sheet or CRM instead of reading them in Daktela.
4

New Campaign Record

Polling trigger

In Zapier“Triggers when a new campaign record is created.”

Fires once per campaign record created in Daktela, which makes it the natural start for anything that has to happen as soon as a lead enters a call list.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
you want a contact created or a team notified as each record joins a campaign.
5

Updated Contact

Polling trigger

In Zapier“Triggers when a contact is updated.”

Reacts whenever an existing contact is edited in Daktela, by an agent or by another Zap. Zapier passes along the contact as it now stands.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
the marketing list in another tool has to stay in step with what agents fix during calls.
Watch out
if your Zap writes back into the same contact with Update Contact, it can set itself off again.
6

New Contact

Polling trigger

In Zapier“Triggers when a new contact is created.”

Begins the Zap for every person added to Daktela as a contact, whether an agent typed it during a call or it came from an import.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
each new caller should be copied to your mailing tool or a CRM record created for them.
Watch out
a large import arrives as one big batch, which Zapier may hold back.
7

Updated CRM Record

Polling trigger

In Zapier“Triggers when a CRM record is updated.”

Keeps an eye on CRM records inside Daktela and fires when one is modified, such as a stage moving forward in your pipeline.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
a stage change should create a ticket for the delivery team or ping a manager by SMS.
Watch out
it fires on any edit, so add a filter on the stage if only one move matters.
8

New CRM Record

Polling trigger

In Zapier“Triggers when a new CRM record is created.”

Launches the Zap each time a CRM record is created in Daktela, whatever its record type, so you can route deals or cases the moment they exist.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
new opportunities logged by agents should be mirrored in your main sales pipeline.
Watch out
it fires on every new record, so add a filter if only one record type matters.
9

Updated Ticket

Polling trigger

In Zapier“Triggers when a ticket is updated.”

Notices tickets that changed: a new stage, a reassigned owner, a priority bumped up. The Zap receives the ticket in its edited state.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
a customer success lead wants a text whenever a ticket of a key account moves to escalated.
Watch out
combined with Update Ticket on the same ticket, this trigger can loop and drain your tasks.
10

New Ticket

Polling trigger

In Zapier“Triggers when a new ticket is created.”

Runs once for each ticket opened in Daktela by an agent, an import or any route your setup sends into tickets.

How it fires
Zapier goes and looks at regular intervals, and how often depends on your plan: every 15 minutes on the free one.
When to use it
you want an instant-feeling alert for urgent issues, accepting the wait set by your plan's checking interval.
Watch out
on the free plan, a ticket can wait up to the full check interval before the Zap sees it.
Actions

The 15 Daktela actions

Daktela gives you 15 actions. For each one: what it does for you, when to reach for it, and what to watch out for.

1

Create Account

Action

In Zapier“Creates an account.”

Creates a company record in Daktela. Two fields are required: Title, which is the display name agents will see, and Database, which says where the account is stored. Map the title from the company name your source app sends.

When to use it
a deal signed in your CRM should give support a matching account right away.
2

Add Comment to a Ticket

Action

In Zapier“Adds a new comment to ticket.”

Appends a comment to a ticket you name. Both the ticket and the comment text are required, so the step needs a ticket reference from the trigger or from Find Ticket.

When to use it
a shipping update or a developer note should sit on the ticket where agents look.
3

Create Campaign Record

Action

In Zapier“Creates a campaign record.”

Drops a record into an outbound campaign. The record type, meaning the call script the agent follows, is the one required choice, so pick the script before mapping anything else.

When to use it
webinar sign-ups should be called back by your team in a dedicated campaign.
4

Create Contact

Action

In Zapier“Creates a contact.”

Adds a person to Daktela. Full name, last name and the target database are required, so a Zap with only an email cannot fill it alone.

When to use it
new buyers from your shop should be known to agents before they ever call.
5

Create CRM Record

Action

In Zapier“Creates a CRM record.”

Writes a CRM record into Daktela. Title, CRM record type and stage are mandatory, so the record is placed in your pipeline from the start.

When to use it
leads qualified elsewhere need to show up in the Daktela pipeline your agents use.
6

Custom API Request (Beta)

Action

In Zapier“If some action is missing, you can call any API request for your own.”

Lets you call the Daktela API yourself when no ready-made action fits. You choose the HTTP method and the part of the URL after the API version.

When to use it
something like a ticket snapshot is needed and no listed action reaches it.
Watch out
it is in beta and assumes you know the Daktela API.
7

Make Call

Action

In Zapier“Make a call.”

Places a call through Daktela to the number you give, which is the only required field. Map it from a phone field in the trigger rather than typing a fixed one.

When to use it
a high-value lead fills a form and your team wants the call started without dialing.
8

Send Email

Action

In Zapier“Send an email from a Daktela email queue”

Sends an email from one of your Daktela email queues, with recipient, subject, message and queue all required.

When to use it
order problems should get a reply sent from your support email queue.
Watch out
only a valid email queue is accepted.
9

Send SMS

Action

In Zapier“Send a SMS”

Texts a number from a Daktela SMS queue. Number, queue and text are required, and the queue must be a valid SMS queue.

When to use it
a field technician must be warned the moment a priority ticket is opened.
10

Set Pause

Action

In Zapier“Set a pause.”

Sets a pause in Daktela. The extract lists no notable field, so open it in the editor to see what it asks for.

When to use it
you want a pause applied from an event outside Daktela instead of by hand.
11

Create Ticket

Action

In Zapier“Creates a ticket.”

Opens a ticket in Daktela from anything another app sends. It needs a title, a category, a stage and a priority, so decide those four before you build.

When to use it
a form on your website reports a problem and the request must reach the support queue.
12

Update Account

Action

In Zapier“Updates an account.”

Rewrites fields on an existing account. The Account field, which says which one, is the only required input. Feed it from Find Account when the source app only knows the company name.

When to use it
a plan upgrade in your subscription tool should be visible on the account.
13

Update Contact

Action

In Zapier“Updates a contact.”

Edits a Daktela contact you select, so agents see the corrected details next time that person calls. The Contact field is required: point it at the right person, often through Find Contact.

When to use it
a customer changes their phone number in your billing portal.
14

Update CRM Record

Action

In Zapier“Updates a CRM record.”

Changes a CRM record you pick, including its Deleted option, which is the nearest thing to removal this integration offers. The CRM record field is required, so look it up first if needed.

When to use it
a deal lost in your main CRM must be flagged in Daktela too.
15

Update Ticket

Action

In Zapier“Updates a ticket.”

Changes an existing ticket you point to. Pair it with Find Ticket when the triggering app does not carry the Daktela ticket ID.

When to use it
an issue closed in your bug tracker should move the ticket to its final stage.
Searches

The 5 Daktela searches

5 search steps look for data that already exists in Daktela, so a later step can use it.

A search step finds something already in Daktela and hands it to the next steps. In the editor, searches sit at the bottom of the Action event list, under SEARCH. Each one also comes as a find-or-create variant: the same search with a box ticked, not an extra operation.

1

Find Account

SearchFind or create

In Zapier“Finds an account.”

Looks up an existing Daktela account so a later step can update it or attach a ticket to it. The editor also lists Find or Create Account, the same search with creation switched on.

When to use it
your CRM sends a company name and you need its Daktela account before writing.
2

Find Campaign Record

SearchFind or create

In Zapier“Finds a campaign record.”

Retrieves a campaign record already in Daktela. Its find-or-create twin, Find or Create Campaign record, adds the record when none matches, instead of creating a second one blindly.

When to use it
a callback request should update the existing record instead of creating a duplicate.
3

Find Contact

SearchFind or create

In Zapier“Finds a contact.”

Returns a Daktela contact matching what you search, ready for Update Contact or a ticket. Find or Create Contact is the same step with creation ticked.

When to use it
an incoming order must be matched to the caller agents already know.
4

Find CRM Record

SearchFind or create

In Zapier“Finds a CRM record.”

Fetches an existing CRM record so the Zap can change its stage or reference it. Find or Create CRM record creates one when the lookup comes back empty.

When to use it
a payment received in your billing tool should advance the right deal.
5

Find Ticket

SearchFind or create

In Zapier“Finds a ticket.”

Searches tickets with a full text query, which is its one required field. Find or Create Ticket opens a new ticket when nothing matches.

When to use it
a reply from another tool should land as a comment on the right open ticket.
Watch out
whether the match is exact or loose is decided by Daktela, not Zapier.

The three settings every search exposes

  1. Successful if no search results are found?
    Left on default, a search that finds nothing stops the Zap and skips the steps that needed it. Switched on, the Zap carries on empty-handed.
  2. Create X if it doesn't exist yet?
    Ticking this turns the search into find-or-create. The setting above disappears and Zapier asks for the fields needed to create the missing item.
  3. If multiple search results are found?
    Three ways out when several items match: keep the first one (the default), stop the Zap, or pass all of them on.
When it breaks

What breaks with Daktela and Zapier

Zapier attaches no help article to Daktela, so the failures below are the general ones that hit every app.

Four cases to know before your first Daktela Zap goes live. When a Zap still misbehaves, the Zapier troubleshooting page is the next stop.

  • No backfill of old tickets

    A Zap only reacts to what happens after you switch it on. Tickets, contacts and records that already existed are never picked up; moving them is a separate job.

  • The update loop

    Updated Ticket plus Update Ticket on the same ticket means each edit triggers another edit. The Zap sets itself off again and again and burns through tasks fast.

  • Bulk imports held back

    Importing thousands of contacts can make a trigger return a huge batch at once. Zapier's flood protection may hold it back instead of running everything.

  • Duplicates are filtered

    Zapier remembers what a polling trigger has already returned, so the same record does not start the Zap twice, even when it shows up in several checks.
Need help

Need help automating Daktela with Zapier?

A person reads every message.

FAQ

Daktela Zapier integration: questions people ask

01Is the Daktela Zapier integration free?
Yes, Daktela is not a premium app, so you can use it on the free Zapier plan. That plan gives you 100 tasks a month and unlimited Zaps, but each Zap stays at two steps: one trigger and one action. The moment you add a filter, a search such as Find Ticket, or a second action like Add Comment to a Ticket, the Zap becomes multi-step and needs a paid plan.
02How many tasks does a Daktela Zap use?
One task per action that succeeds, and nothing for the trigger. A Zap that starts on New Ticket and sends one SMS uses one task per ticket. Add Create Contact and Send Email after it and each ticket costs three. Zapier checking Daktela for new tickets costs nothing, however often it checks, and an action that fails is not counted. Some apps and actions take more than one task, so watch your task count during the first days.
03Do Daktela triggers fire instantly?
No. All 10 Daktela triggers are polling triggers: Zapier asks Daktela for new or changed items on a timer. On the free plan the check runs every 15 minutes, on Professional every 2 minutes, and on Team and Enterprise every minute. The type comes from the app's API and cannot be switched from the editor. On paid plans you can also run a check by hand from the editor when you are testing.
04What does connecting Daktela to Zapier require?
A Daktela account, plus read or write access to the tickets, contacts or records you want the Zap to touch if you do not own them. In Zapier, open Apps, click + Add connection, pick Daktela, then sign in and grant access. Nothing else is needed on the Zapier side. For Send Email and Send SMS, also check that your user can use a valid email or SMS queue, because both actions require one and refuse anything else.
05Why does an Updated Ticket Zap keep running?
Most likely because it writes into the ticket it watches. If the Zap starts on Updated Ticket and then runs Update Ticket on that same ticket, the change counts as a new update, and the Zap triggers itself again. Each loop costs tasks. Break it with a filter that only lets through the changes you care about, or start on New Ticket instead, which fires only once per ticket. Test the Zap on one ticket before you publish it.
06What if the Daktela action needed is not in the list?
Use Custom API Request (Beta). It lets a Zap call the Daktela API directly: you pick the HTTP method and type the part of the URL that comes after the API version, for example a ticket snapshot. It is marked beta and assumes some comfort with the Daktela API. If that is too far, a search step followed by one of the 15 regular actions often covers the need differently.
07Zapier, Make or n8n for Daktela?
It depends on your criteria. Zapier offers Daktela with 10 triggers, 15 actions and 5 searches and runs two-step Zaps on the free plan. On the Zapier side, the bill is every successful action, counted as a task. Whatever you lean toward, check that the operations you rely on exist on the platform you pick, and estimate your monthly volume of actions before you commit, since that is what Zapier counts.
Same platform

Other docs you might need on this stack.

Browse all integrations