Zendesk Talk helps you support customers worldwide with affordable phone numbers and per-minute pricing.
A Talk number is activated when you start a Talk or Suite trial and will be retained when you purchase any of the Talk plans. As another option,you can use your existing number and pay to use the service.To cancel your Talk number, seeManaging Talk number settings.
This article contains the following topics:
- Talk usage costs
- Inbound calls
- Outbound calls
- Save money with package discounts
- Bring your existing number with you
- Managing existing Talk numbers
- Need more information?
Talk usage costs
Usage costs include phone numbers, minutes,text messages,optional call recording and optional voicemail transcription.
Figuring out your usage costs can get a little tricky, but that's because it's tailored to your needs. Calling FrenchGuiana从你的浏览r? You’ll pay a different rate than someone forwarding calls to a mobile phone in London. To help you, we’ve built handy calculators to make it easy to break down costs, and to find out if a Talk number is available in your country.
Some countries have special requirements you must fulfill in order to purchase a phone number. For more information, seeZendesk Talk and Zendesk Text number regulatory requirements. Before you dive into your usage costs, select the currency that your Zendesk account is billed in:
Inbound calls
Talk supports inbound calls from over 70 countries globally. Agents can accept calls in two ways:
- Receive calls in their web browser for a flat rate globally
- Forward calls to their phone, subject to local rates per country
If a number is shown as BETA, this means our voice provider,Twiliois currently testing it. To add these numbers,sign up for the beta program.
1Prices for inbound calls from mobile and international numbers might differ.
2Only English language transcriptions of voicemails are available.
Numbers from Taiwan and Venezuela cannot make outbound calls, they can only receive inbound calls.
In general Toll-Free numbers are designed to be used for domestic inbound voice calls and outbound calls cannot be supported.
*Some numbers have regulatory restrictions.For information, see Zendesk Talk and Zendesk Text number regulatory requirements.
Outbound calls
Call costs are subject to outbound rates for the country called by the agent. If agents connect outbound calls to their phones, calls are subject to local rates per country. If you record outbound calls then there is an additional fee (seeInbound callssection for Call Recording prices).
出站价格从移动设备可能会有所不同rom those shown below. Calls to China will be charged for at a minimum connection charge of 2 minutes.
Outbound call rates
Save money with package discounts
| Price | Talk Telephony Credits | Savings |
|---|---|---|
| $1,000 | $1,031 | $31 (3%) |
| $2,500 | $2,632 | $132 (5%) |
| $5,000 | $5,556 | $556 (10%) |
| $20,000 | $23,529 | $3,529 (15%) |
| $50,000 | $62,500 | $12,500 (20%) |
Bring your existing number with you
In many countries, we can help you move or "port" your existing phone number to Zendesk Talk. Bear in mind that this process might take a little time, so factor that into your plans. To get started, readPorting numbers into Zendesk Talk.
Alternatively, you can forward calls from your existing support number to Talk. You'll still need to set up a Talk number, then work with your existing phone provider to forward your calls to your Zendesk Talk number instead. Make sure to check with your existing provider about passing the inbound caller ID to your Zendesk Talk number.你会继续to pay charges to the provider of your forwarded number independently of any Zendesk Talk charges.For more information, seeAdding Zendesk Talk numbers.
Managing existing Talk numbers
Because phone numbers are included in usage,any account with an active phone number will receive a monthly charge based on where that number is located.
If you were trialing Zendesk, a number would have already been assigned to you. If you do not want a Talk number and/or want to avoid this charge, you’ll need to remove your phone number, post-trial, to avoid this charge.
To learn more about managing general settings for Zendesk Talk numbers, including deleting a number or recovering a number, seeManaging Zendesk Talk numbers.
Need more information?
If you've got more questions about Zendesk Talk and Text numbers, address requirements, and billing, seeZendesk Talk and Zendesk Text number FAQs.
For more information about Text numbers and pricing, seeZendesk Text number availability and pricing.
19 Comments
Hi Chris -
The tools above will allow you to calculate the pricing for inbound and outbound calls - you'll need to calculate each scenario separately. Note that inbound calls to China are not an option at this time.
Pricing is available in USD, GRP, or EURO only.
Does Zendesk plan to offer an unlimited talk and text plan in the near future?
Hello@...,
At this time, we have no new pricing announcement to disclose. We are always seeking ways to make our pricing and product packages more versatile to better our customers' needs. If there are pricing models or product changes you would like us to consider, I'd recommend sharing them with us in ourTalk Product Feedback forum.
Best regards.
Hi,
We might be interested in the BETA for the German toll-free numbers.
Unfortunately, the country can be chosen from this page but is not available on the signup page. Could you let us know, which one is correct?
Thanks!
Hi Edwin,
If a number is shown as BETA, this means our voice provider, Twilio is currently testing it. To add these numbers, sign up for thebeta program.
There are also regulatory requirements for German Toll free numbers you will need to meet, please see this following article:Zendesk number regulatory requirements
Carl McDowell
Timezone: Melbourne
Technical Support Architect
Hi Carl,
Thank you for your response!
As you can see from the screenshot, Germany is available in the BETA according to the article, but it does not seem to be available in the signup form.
Maybe I am missing something in the signup form?
Thanks in advance!
Hi@...
My Apologies let me follow-up with the Talk Team on why that is missing. I will take your comment into a ticket and work with you there on helping you get a number for your account.
Hi,
Do you support BYOC (Bring your own carrier)?
Hey There,
We do offer the ability to port an existing number into Zendesk Talk.
You'll want to take a look at this article for more information:Porting numbers for Zendesk Talk
I hope this helps!
Do you support BYOC (Bring your own carrier)? I am not looking for number porting feature.
Hey again,
Apologies for the confusion!
You won't be able to BYOC to Zendesk Talk as we use Twilio for the integration.
Let me know if you have any other questions!
We already have a phone system setup though Sangoma, and are not looking to move to a new phone system. What we are looking for however is the ability to pause our chat state while a phone call comes in automatically, or pause our phone state if on a chat.
To take advantage of Talk and Chat - and the ability to pause one state while on the other. ie. If you are on a chat you won't get a call, and vise versa. Is it possible to forward calls that come into Talk to your own carrier? The pricing for inbound calls per minute will become overwhelmingly high when you're processing about 65,000 minutes a month.
This does sounds like a great feature to have but at the moment the option to change status on both Talk and Chat can only be done manually.
Agents would have to toggle their status on Chat/Talk depending on what they need.
As for forwarding calls, Talk has an option which will allow the agents to have the call received in Talk forwarded to their preferred number but this still requires them to still be online in Talk.
You can also check on the "Overflow call" feature of Talk which will forward the caller to the number you prefer to use on this feature. The only catch here is this will require you turn off your voicemail option
Hope this helps to answer your concerns.
Can you provide a single UK number that will do both talk, sms and whatsapp?
Here are the available phone numbers for the United Kingdom:
Zendesk Talk and Zendesk Text number regulatory requirements: United Kingdom
Currently, only UK National phone numbers have SMS capability, while Local, Mobile and Toll-free numbers have Voice capability. Unfortunately, you cannot have a single phone number for both SMS and Voice.
To purchase a UK number and depending on the type of number that you wish to purchase, you can submit the required documents (found in the regulatory requirements documentation above) for business verification, here's how:Verifying your business before you purchase a new number.
With regards to WhatsApp, you will need a separate phone number to set up this channel. SeeWhatsApp业务的电话号码.
Benineses numbers are not on the list of accessible number in this webpage but it is in the self service buying part of Zendesk. Can you confirm benineses numbers are available?
Best regards,
in this case, we would kindly ask you toopen a ticket with Zendesk Supportand give the prefix of the number that you would like to purchase.
We can then investigate further if the specific number type that you are looking for is available.
Please also be aware, that not all numbers can be purchased through self-service, should this be the case, the Agent will inform you about it.
For a customer service platform Zendesk has the worst customer support, I have weeks asking for information.
Thank you for your feedback and sorry to hear that you have a poor experience.
I see that you already have a ticket open with us. We are actively working towards finding the root-cause in order to provide you with a solution.
Many thanks for your patience and understanding.
Pleasesign into leave a comment.