Zendesk Voice, powered by Twilio, turns your Zendesk into a call center within minutes. Phone support is often the easiest and most effective way of helping your customers, and Zendesk now helps you track and manage your phone conversations alongside customer emails, chats and tweets.
Voicemails and live calls to your Zendesk Voice number are recorded as new Zendesk tickets. The entire call recording, along with the caller's phone number and other call details, are recorded on the ticket for you, so your agents can focus on what matters most -- listening to and helping your customers.
Zendesk Voice offers the following features:
Local phone number provisioning in the United States and Canada. You can provide this number directly to customers or forward to this number from your existing phone system.
Toll-free (freephone) phone numbers in the US, Canada and the UK.
Voicemail recording and transcription.All voicemails are recorded and transcribed on tickets in Zendesk for later review.
Answer and record live inbound calls. Your support agents can answer live phone calls, either directly through the browser or through a local US or Canada number of their choice. A new support ticket is created automatically when a call starts for convenient note taking, and the call recording is appended to the ticket upon completion.
Call queueing and routing. If you have more callers than available support agents, Zendesk will queue up any waiting callers for you. You can control the size and maximum wait time of your queue to ensure that customers receive timely support. While waiting, customers can dial 1 at any time to leave a voicemail.
Call activity dashboard. Gain valuable insight into your daily support call activity with live status of queue activity and agent availability. Key performance metrics such as maximum wait time, maximum queue size and average talk time are calculated for the previous 24 hours.
Call history logging. Review a record of past voicemail and live call activity.
Pricing and Packaging
Zendesk Voice is available to all subscription plans starting at 1.3¢/min, billed monthly. Your phone number and call recording is included, and voicemail transcription can be optionally added to your subscription. See full details on pricing in our Setting up Zendesk Voice article.
If you want to try out Zendesk Voice, we give you 20 minutes free to try the service, and the phone number is on us! Here are some steps to introduce you to the core functionality of Zendesk Voice.
1. Select a phone number
Visit Settings > Channels > Voice and click Choose a phone number for your Zendesk. Follow the steps to select and confirm your phone number.
2. Leave a voicemail
After selecting your phone number, your Zendesk Voice number is immediately active. Pick up the phone and call your phone number to leave yourself a voicemail. Your voicemail can be up to 2 minutes long. Your Zendesk will receive a new ticket with the voicemail recording and transcription.
3. Take a live phone call in Zendesk
Navigate to the phone dropdown in your agent interface and select Available via browser.
- This option is not available to Internet Explorer 7 users. Support agents using IE 7 can route to their phone by following the steps in Using Zendesk Voice.
As the phone client is built in Flash, you will need to accept the Adobe Flash permissions to allow Zendesk to access your computer's microphone.
Pick up your phone and dial your Zendesk Voice number. In the Zendesk interface you will be notified via a call console of an incoming phone call:
Click Accept. You'll be connected to the caller and a new Zendesk ticket will be created immediately, providing a convenient place for you to take notes about the call.
Once the call is complete, a new recording of the call will be appended to the ticket. You'll be unavailable for new calls until you close the call console.