Forums/Documentation/Tickets and channels

Zendesk Voice pricing

Steven Yan
posted this on March 16, 2012 12:38

Zendesk Voice allows support teams to track phone calls along with email, chat, web, Twitter and Facebook support requests.

Overview

  • Zendesk uses Twilio as our voice provider.
  • Calls are charged per minute, rounded up to the nearest minute. A call starts when the caller first hears your voice greeting or when an agent connects to a customer through an outbound phone call.
  • Usage of this feature is billed monthly and will appear as a separate bill in your Zendesk account.

For more information about setting up and using this feature, see our Setting up Zendesk Voice and Using Zendesk Voice admin guides.

Inbound calls

Zendesk supports inbound calls to 19 countries globally. Agents can accept calls in two ways:

  • Using the embedded browser phone client, agents can receive calls in the browser for a flat rate globally;
  • Or agents can forward calls to their phones, subject to local rates per country.

 

Customers call my Zendesk in
 
and my agent answers calls using a
 
Phone numbers
 
$1
per month
Inbound calls
 
$0.016
per minute
Voicemail
 
$0.013
per minute
Voicemail transcription
 
$0.05
per minute*
*English language transcription available only.

Outbound calls

Using Zendesk, agents can contact customers in any country in the world. Calls costs are subject to outbound rates for the country called by the agent. As is the case with inbound calls, agents connecting outbound calls to their phones are subject to local rates per country.

I call a customer using the
 
and call customers in

Outbound call rates

Package discounts

Zendesk offers discounts when purchasing Voice credit in bulk through invoicing. Please contact our sales team for more information.
PriceTotal Voice CreditsSavings
$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%)
 

Comments

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Thomas Andersen
tv2net

I'm from Denmark. I assume that these fees is paid by me, so my customers are calling for free, right?

March 28, 2012 02:06
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Steven Yan
Product Manager

Hi Thomas, yes, that's correct, these fees reflect what you pay.  The caller will pay whatever normal charges they may pay for calling a phone number.  Does that make sense?

March 28, 2012 08:55
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Thomas Andersen
tv2net

Yup thanks. 

March 29, 2012 01:44
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Admin

Are these costs added together?

i already have a freephone number can you take over that number or must i just set the redirect - no problem either way.

So if i receive a 1 min call to my browser, what will it cost me in total?

April 03, 2012 06:34
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Mike Korbel

Hi,

I have an existing 800 toll-free number.  Is there anyway to keep that same number and assign it to Zendesk voice?

May 20, 2012 12:25
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Mike Korbel

Hi Steven,

I checked with the issuer of our 800 number and apparently you need to get us a Resporg Change Form and then that will enable us to transfer our existing number to you.

Is that possible?  Can you help with this?

Mike.

May 20, 2012 20:27
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Tonyreid
bedzedpavilion

Hi

Is it possible to receive call via my iPhone app?

Tony

May 21, 2012 03:50
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Matthew Young

So, as I understand it, if I got a Toll-Free number and had it forward to my phone in Virginia, this would cost me $2.00 a month, and then $0.025 per call; and it would keep a record of the calls?


Also, are there any screen-shots of the records page? Any way to apply a record to a ticket?

May 21, 2012 08:19
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Steven Yan
Product Manager

@Admin, yes, you would add the inbound leg ($0.013/min) to the outbound leg; $0.03/min by browser or a different cost depending on where you're forwarding to the agent.  For a 1 min call to your browser, it would cost $0.016/min.

@Mike, I believe we've got you taken care of in a ticket.  You'll hear back from me shortly.

@Tony, right now we've not done any integration into our iPhone app, but we're looking into this.

@Matthew, you are correct, except the cost would be $0.038/min, because you need to add the inbound charge to the forwarding charge.  Your phone calls will be automatically created as a ticket in Zendesk.

Zendesk_Voice_pricing___Zendesk_Support-1.jpg

May 25, 2012 11:21
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Aaron Pewtherer
Zendesk

Agent Forwarding to a local Canadian number (except for the exclusions listed under Canada) is charged the same United States (+1) rate of $0.025 per minute.

May 29, 2012 16:02
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Dennis Moran

Hello Steven,

Is this the only telephony interface offered by Zendesk?

Is TAPI or any telephony API that will allow us native integration with of IP PBX without having to go through a psy for service?

 

Thank you,

June 05, 2012 14:12
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Steven Yan
Product Manager

Dennis, we don't currently offer any kind of TAPI for native integration.  We'll eventually offer SIP integration which may help you with integrating into your existing PBX.

June 05, 2012 23:26
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John Danenbarger

What is not clear to me are the following questions:

1. If I have an Italian number and an Italian calls that number, is it the same as if another country calls my Italian number?

2. If you are using Trillio, why don't we just use Trillio?  What do you add?

3. We are launching a new company in Italy today.  Expecting to grow rapidly, but want to give good service to our customers.  Should I call your sales dept. to set up the best system?

July 12, 2012 03:19
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John Danenbarger

Sorry, that is Twillio, right?

July 12, 2012 03:20
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Steven Yan
Product Manager

Hi John, to answer your questions:

1.  Yes, the cost to you for calls to your Italian number will be the same whether the caller calls from within our outside Italy.

2.  Twilio is an applications framework, meaning that you cannot, out-of-the-box, get a similar service to Zendesk Voice.  The value that our integration with Twilio adds is that phone calls are integrated with your agent interface and we automatically track phone calls for you.

3.  Yes, please reach out to support@zendesk.com if you would like more information from our sales team to meet your needs.

July 12, 2012 08:10
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Bert

Hi,

We started testing with Voice, some work in progress I think, but workable. However, what happens with the numbers when service is ended and/or can you migrate the number e.g. for other usage. In normal voice operations geo-numbers can be freely migrated, can't read anything about this issue. If not, it might not be a good idea to use the zendesk-numbers as published ones.

Thanks,

 

Bert

July 25, 2012 16:05
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George Scotto

Hi,

I'm new to the forums and just getting started with ZenDesk. I just enabled Voice and I'm wondering if it's possible to BLOCK certain countries from calling in. If so, how can I do that?

Thanks,

George  

July 27, 2012 08:37
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Steven Yan
Product Manager

Hi George, it's not currently possible to do so.  Can you explain a bit more about your use case?  Are there spam callers from certain countries that you would like to avoid?  Even if someone calls from outside of your phone number's country, you will still be charged the same inbound rate.

July 27, 2012 08:54
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George Scotto

I haven't opened voice up to our customers yet as I'm trying to figure it all out first. 

If I understand the pricing correctly, we get charged $0.013 (1.3 cents) for the incoming call from wherever the call originates and then the applicable forward rates based on where the callers is calling from. 

For example: A caller from Bahrain would cost us $.013 for the incoming call and then $1.77 per minute thereafter. And, that's a cost I would like to be able to control.

So, ultimately, to control cost I would like to be able to block certain countries.

 

July 27, 2012 09:09
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Aaron Pewtherer
Zendesk

@George. THe "forwarding rates" are when an agent takes the call on their external phone. The originating call is not a factor in pricing.

July 27, 2012 09:32
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George Scotto

Ah, okay, great!!! That makes a world of difference.

Thanks!!!!

July 27, 2012 09:58
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Youngpark79

Hi. 

Will the forwarded call also be recorded and attached to the ticket?

Or only the calls made via web browser from agent PC will be recorded?

 

Please let me know.

Young Park.

September 26, 2012 04:13
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Justin Seymour
Zendesk

Hey Young: 

As long as your forwarded calls are being sent to your Zendesk Voice number, they'll be recorded and automatically attached to a ticket. 

September 26, 2012 04:38
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Youngpark79

Hi Justin. I think that I did not make myself clear.

My question was, when we receive any calls on the Zendesk voice number and that callis are forwarded to the Agent on mobile, will these calls be recorded?

 

In this case, we are paying the incoming call rate + forwarding rate together, right?

 

Or the calls to the Zendesk voice number and forwarded to the agent on brower will be the only calls recorded and attached to the ticket?

 

Please let me know again.

 

Thanks a lot.

September 26, 2012 04:43
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Justin Seymour
Zendesk

All calls sent to a Zendesk Voice number are recorded, including those answered via a mobile or office phone. 

Edit: corrected. 

September 26, 2012 04:58
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Tony Chen

Is there an option to administratively turn off recording for sensitive information?

October 01, 2012 09:16
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Steven Yan
Product Manager

Tony, there is currently no option to turn off the ability to record.

October 01, 2012 09:55
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Trevia
Hi. Am if I use a Zen Desk number, am I able to use professionally recorded greetings, menus, voicemail greetings, hold music, etc?
October 01, 2012 22:25
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Steven Yan
Product Manager

Trevia, we do offer the ability to upload your own recordings.  Many of our Voice users have made their own professional recordings and uploaded these for use.

October 02, 2012 00:31
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Bert van den Berg
Iqip

Any news on this: We'll eventually offer SIP integration which may help you with integrating into your existing PBX. ??

As for the moment we route voice from our PBX to Zendesk Voicenumber and from there back into our PBX, which is not only slightly more expensive, it also influences the sound quality (SIP in > out > in) and latency substantially. So any proper integration would help a lot !!

October 02, 2012 01:48
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Steven Yan
Product Manager

Hi Bert, we don't have an ETA on SIP yet, but I will update you here when it's available.

October 02, 2012 09:27
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Jaap Meijer

The Zendesk Voice number will not be communicated to our customers. They will call our office and in the IVR they select Customer Services, which will reroute the calls to the Zendesk Voice number. I suppose we will pay the 0,0013+0,003 plus also the cost from our local telephone number to the Zendesk Voice number, so in Holland starting with €0,10 + €0,05 per minute. All together for a 1-minute call that should be 0,1516/min. Is that correct?

October 25, 2012 08:21
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Aaron Pewtherer
Zendesk

@Jaap: Price quoted on our site are in US$. Voice charges start when the call arrives at your Zendesk, to the completion time, including wait time, rounded up to the next minute. In addition to the incoming/forwarding cost of your phone system, Voice charges are listed below:

  • Calls to agent's browser: $.016/min  
  • Calls to agent's phone: $.051/min*

*: Agent phone forwarding costs are listed here: https://support.zendesk.com/entries/21155348-zendesk-voice-pricing

October 25, 2012 09:06
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Jaap Meijer

@Aaron: that 0,016 is clear and that it are $ instead of € too. But all this are costs that Zendesk charges to us as customers.

But what will our customers pay when they call our Dutch Zendesk Voice number?

Those costs will also be charged to us when our customers don't call our Zendesk number but our local number and we forward those incoming calls from our telephone exchange (+31-342-xxx) to our Zendesk number (+31-85888xxx).

October 25, 2012 11:57
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Aaron Pewtherer
Zendesk

@Japp: Voice only charges when calls arrive in Zendesk. Charges to your customers are directly related to their local charges from their provider to the number they dialed.. Forwarded calls to your Zendesk would be paid for by you, to your phone provider.

October 25, 2012 13:02
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Flash Routers

Is this option available with all plans?

October 26, 2012 13:03
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Aaron Pewtherer
Zendesk

@Flash: Yes! All plans can use Voice. On Starter, you are limited to 1 number. All other plans are unlimited. More info: http://www.zendesk.com/product/compare

Note: Each number would be charged a monthly fee ($1/mo for local number; $2/mo for toll-free).

October 26, 2012 13:52
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Zagir Rashitov

And what about calls from Russia to Russian agent?

October 29, 2012 07:24
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Aaron Pewtherer
Zendesk

@Zagir: Your request to have Russia numbers available has been noted. We are using Twilio for our Voice integration, and limited to their offerings. Make your request here: http://www.twilio.com/voice/pricing/ru

October 29, 2012 11:07
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Jody Rhodes

Hi Zen, the pricing is very expensive you should open up the voice to alternative providers.

We would happily give you free UK DIDs for everyone to use without any charges including the inbound call minutes.  In terms of outbound, work on the SIP service as these rates are even worse.  

December 28, 2012 00:46
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Justin Seymour
Zendesk

Thanks for the feedback, Jody. 

December 31, 2012 05:19
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Duke Adamonis

Based on the info above, I believe that I know the answer to the following but I want to post to double check.

Question

Are our costs per min static regardless of where the call is coming from? (I believe that the answer is; "yes")

Scenario

An international customer (EMEA or APAC) calls our US Toll Free number. Are our per min costs still only $0.013? Are there any additional / hidden costs to us in this scenario?

 

 

 

We are using a toll free US phone number for all incoming calls. 

January 02, 2013 09:06
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Duke Adamonis

UGH - please disregard that last sentence - bad editing on my part. Sorry about that.

January 02, 2013 09:07
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Aaron Pewtherer
Zendesk

@Duke: Correct. Calls are charged based on when the call arrives. Where the call originates is not applicable, as the caller's phone provider would be administering that connection and fee.

January 02, 2013 10:22
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Duke Adamonis

@Aaron: Thank you for the fast response I appreciate it!

January 02, 2013 11:37
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Hesam Hosseini

Our company already has phone numbers/lines we use. Can we transfer our existing phone numbers to be used with Zendesk Voice?

January 03, 2013 07:56
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Mare Keber

Hi! As far as I see Twilio supports more than 200 countries. We have lots of customers from Norway but I can not find it on your list. Any idea how to solve this issue or when you are adding Norway to your list?

Thanks alot.

Marko

January 03, 2013 09:54
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Aaron Pewtherer
Zendesk

@Hesam: Yes. Number porting is available. Send an email to support@zendesk.com and we can reply back with the details.

@Mare: Twilio supports 20 countries for phone numbers. Info here. Sign up to be notified when Norway is available here.

January 03, 2013 10:18
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Alan Staunton

Hi,

Under "Channels/Voice" it says "Credit used in this period" and "Credit remaining". My credit remaining is $1.18. I cannot find what this means. Does it mean once this credit is gone, I cannot receive any more calls? I assumed we had unlimited inbound calls and we would be invoiced.

We are using the Starter Plan and due to go live today. I only noticed this section this morning.

Thanks,

Alan

January 17, 2013 01:38
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Aaron Pewtherer
Zendesk

@Alan. You have some leftover Trial credits from testing Voice. Once that is used up, billing will happen automatically, at the end of the month, with a total of all minuted used. You will not have any interruption.

January 17, 2013 09:59
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Alan Staunton

Thanks Aaron. Much appreciated.

January 18, 2013 02:31
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Matthew Huebert

Quick question. In this thread, Aaron said:

"Agent Forwarding to a local Canadian number (except for the exclusions listed under Canada) is charged the same United States (+1) rate of $0.025 per minute."

But, in the pricing table, if I select "Customers call Canada and my agent answers on a phone in Canada", the price is $0.387 (more than 10x the price).

Is this a mistake (missing a zero, so it should be $.038/min) or does it in fact 38 cents per minute to forward calls to phones in Canada?


January 23, 2013 13:52
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Aaron Pewtherer
Zendesk

@Matthew: Good catch. This a new pricing widget from when I spoke back in May-12. I assume I checked the price at the time. We pass through the same price as Twilio charges, so this appears to be a computation error. Here is Twilio's price: http://www.twilio.com/voice/pricing/ca

We will alert the Product Manager to make any changes, or confirm any charges.

Attaching a screenshot this time in case the past catches up again! ;)

Canada_Incoming_Minute_Cost.jpg

January 23, 2013 14:04
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Steven Yan
Product Manager

@Matthew, thank you for catching this for us. I have corrected the calculator so it reflects the appropriate pricing for Canada which starts at 3.8¢/min

January 25, 2013 15:51
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Jakub Ouhrabka

Hi,

any news regarding SIP integration?

Are all countries supported by Twilio supported by Zendesk Voice? E.g. Czech republic is on the Twilio's list but not on Zendesk's. Is it supported or not?

Thanks,

Jakub 

February 16, 2013 00:21
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Steven Yan
Product Manager

Jakub, no progress yet on SIP integration. Our provider, Twilio, is working on a SIP beta that we will look into offering once it becomes generally available.

Most countries offered by Twilio are supported by Zendesk Voice. However, we are working with Twilio on offering better latency to many of these geographies before we roll out support. Czech Republic is one of these.

February 18, 2013 21:55
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Douglas Keiller
instituto

What about SMS? Can my customers send an SMS to me? Can I reply via SMS (Twilio now supports two-way SMS)?

February 21, 2013 11:14
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Aaron Pewtherer
Zendesk

@Douglas: This forum is for Voice pricing, and taking phone calls to create tickets. At the moment, we do not support SMS-to-ticket. Check with your SMS provider for options. You can use an external target to use SMS to contact your customer/agent of tickets: https://support.zendesk.com/entries/20012047-Notifying-external-tar...

February 21, 2013 11:29
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Douglas Keiller
instituto

Umm...sounds like you're not familiar with Twilio's SMS capabilities. Would be a great add to Zendesk Voice.

February 21, 2013 11:43
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Aaron Pewtherer
Zendesk

@Douglas: Yeah, I am more familiar with Zendesk. You can contact any SMS provider and see if they have any API that can create tickets when a text arrives. There are no plans to integrate inbound. Our current integrations are outbound.

February 21, 2013 11:59
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Steven Yan
Product Manager

Hi Douglas, SMS support for us is something interesting for the future, but we don't have any near-term plans to implement.

February 21, 2013 12:06
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Marshall LigaForex
ligaforex

Hi Support!

Our company is based in Malaysia and has other support centers in Indonesia, Thailand and China. What voice support can zenvoice offer in Asia? And how soon could we see the countries mentioned added to the list?

Thanks!

March 12, 2013 01:51
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Aaron Pewtherer
Zendesk

@Marshall: Our only Voice numbers in Asia are Hong Kong. Our Voice provider, Twilio, is working with international providers to offer their service to more countries. When Twilio adds more numbers, we can do the same. Here is the Twilio page to be notified when a country is added. http://www.twilio.com/voice/pricing

March 12, 2013 10:15
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Marshall LigaForex
ligaforex

Thanks for the speedy reply Aaron.

March 13, 2013 00:20
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Mar Tin

Is Zendesk voice available for the German Market?

March 23, 2013 09:14
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Aaron Pewtherer
Zendesk

@Mar: Phone numbers for Germany are not offered yet. Add your contact details to be notified by Twilio when the service might be available: http://www.twilio.com/voice/pricing/de

March 23, 2013 09:48
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Tess Leck
vibescustomercare

I want to make sure I understand the charges correctly.  I have a 800 number I would want to transfer, currently usage is around 5000 minutes a month.  How much would it be to use this service to answer in my browser for 5000 minutes a month and how much would it be to only utilize it to forward to a mobile number?

March 27, 2013 11:55
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Aaron Pewtherer
Zendesk

@Tess: See calculation below:

1) Port Toll-Free number; answer in browser: 5000 x $.041 = $205

US_Toll-Free_Browser.jpg

 2) Local number; answer in browser: 5000 x .016 = $80

US_Local_Browser.jpg

 

March 27, 2013 12:06
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Tess Leck
vibescustomercare

Hey Aaron,

Does it have the ability to forward to a mobile phone rather than using a browser?  If yes, what is the per minute charge for that?

March 27, 2013 12:09
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Tess Leck
vibescustomercare

Sorry Aaron multiple trains of thought going on here.  If I wanted to have a toll-free number that immediately is answered by voice mail and transcribed into a Zendesk ticket, what would the rate be for that?  7.9 cents a minute?

March 27, 2013 12:12
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Aaron Pewtherer
Zendesk

@Tess: See calculations below:
(Note: Answering with external phone adds "$.025/min" to base rate.)

3a) Toll-Free number; answer with external number: 5000 x $.063 = $315;
VOICEMAIL Only: 5000 x $.038 = $190

Voice_Toll-Free_Answer_with_External.jpg


3b) Local number; answer with external number: 5000 x .038 = $190

Voice_Answer_with_External_-_US.jpg

March 27, 2013 14:11
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Mauricio Leyzaola

This feature really rocks, it's a shame it's still not available for Mexico. Have you got any plans to expand the service in the near future?

Thanks.

April 11, 2013 13:33
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Steven Yan
Product Manager

Hi Mauricio, I'm sorry but we have no ETA at the moment for Mexico. We are continuously working on availability in new countries.

April 11, 2013 14:38
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Angie Pollacchi
Trivago

Hi, as my company is based in Germany, is it possible for us to have a German number that we re-route to our Zendesk to enable us to use this system for incoming calls?? :)

April 18, 2013 07:27
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Brandon K.
Zendesk

Hi Angie,

If you had an external number you could definitely forward into an international number with Zendesk voice and use them both in tandem. The only problem with this is you would have to pay for both numbers while the calls are active. If you would like to see Zendesk voice offer local german numbers, I would suggest that you go here and let them know you'd be interested:  http://www.twilio.com/voice/pricing/de

April 22, 2013 14:56
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Brad Smith
mokimobility

Is there a charge for agent wrap up time?

May 13, 2013 11:48
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Brandon K.
Zendesk

Hello Brad,

No, agent wrap up time is just idle time for your agents to sort the ticket or get ready for the next call. You will only be charged from when your active call begins up until when you or the end user hangs up. 

May 13, 2013 16:29
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Michal Jirek

Do you have ETA for Zendesk Voice in Czech republic?

May 19, 2013 08:24
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Brandon K.
Zendesk

Hello Michal,

It looks like Zendesk Voice is currently available in the Czech Republic. You can check out the Twilio page here: http://www.twilio.com/voice/pricing/cz

May 20, 2013 12:00
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Michal Jirek

Hello Brandon,

I think it isn't, it isn't in the Zendesk Voice pricelist and I can't choose Czech number in the admin. Not all the countries available in Twilio are available in Zendesk Voice, according to post in this discussion on February 18, 2013 21:55.

May 20, 2013 22:05
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Aaron Pewtherer
Zendesk

@Michael: We are currently holding off adding new countries to Voice in EMEA until performance issues are improved. As soon as servers are added to Europe, and testing indicates improvements, we plan on implementing more countries with Twilio numbers.

May 21, 2013 10:16
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Christian Wick

Hi! When will this be available in Norway?

May 31, 2013 06:33
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Ketil Hegg

We need Norway as well

June 09, 2013 06:12
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Jason King

+1 for Mexico please, it's available in Twilio (and works well) but not (yet) in Zendesk.  Thanks.

June 10, 2013 17:28
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Kim W.

I don't see the Philippines on your list. So if we have a call center in the Philippines, we would not be able to receive calls there using Zendesk Voice. Is that correct?

June 11, 2013 21:43
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Aaron Pewtherer
Zendesk

@Christian; Ketil, Jason: Thanks for positive feedback for Norway & Mexico numbers. The Product Manager for Voice is actively looking to add Voice numbers when 1) They become available via Twilio & 2) When testing can be done to confirm that performance is acceptable. The developers will update the Voice forums and announcements page when new numbers for countries not yet supported, are released. No timeline yet. Thanks again!

@Kim: Although you cannot receive incoming calls directly through a Voice Philippines number yet, you can forward/receive calls to the nearest country that you can justify the long-distance cost. Once the calls arrive, an agent in the Philippines can answer through the browser, or forward to the external phones. Choose "my agent answers calls using a ... phone ... Philippines" above for priciing.

June 12, 2013 17:40
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Carl

Can we take numbers with us if we need to move off ZenDesk? 

June 30, 2013 23:23
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Steven Yan
Product Manager

Carl, yes, we do support porting out of numbers in the US and Canada.

July 01, 2013 09:30
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Christian Wick

Twillo seems to support calls to Norwegian numbers, so any news on Norwegian support for Voice?

July 23, 2013 13:44
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Jesse Sanchez

Will Zendesk Voice support more than 1 number? We are currently looking to add 4-5 numbers from our different website channels? Would Zendesk Voice be able to differentiate which number a  customer is calling from if so?

October 01, 2013 10:24
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Timur Nguyen

Twilio now supports Russian numbers. What about zendesk options? Are you planning to support russian numbers?

January 28, 2014 01:17
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Evelien

When I use my phone to pick up calls do I als oget an bill from my phone company? Or is that free of charge?

I only have a privat phone so I can use that to pick up work calls. But I must not be charged for that too.

February 05, 2014 00:38
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Emily
Zendesk

Hi Christian and Timur, 

While we do offer outbound calling to Norway and Russia, we don't currently offer inbound calling to those areas. Our Product Feedback forum is the best way to request inbound Voice capability in one of those areas, so I encourage you to post your use cases there!

Hi Jesse, 

Regular, Plus, and Enterprise accounts can add additional Voice numbers, and there is not currently a cap on the amount of Voice numbers you can have in a single Zendesk.

Hi Evelien,

It sounds like you're asking whether your phone service provider would charge you to use the agent forwarding feature of Zendesk Voice, in which you forward incoming customer calls from your browser to your phone. This is ultimately between you and that third party phone service provider, as it depends on your plan.

February 10, 2014 11:03
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shobhit dixit

I see that you do not offer phone numbers in India. Can you propose a solution?

February 13, 2014 03:49
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Emily
Zendesk

Hi Shobhit, 

While we do support outbound calls to India, we don't yet have Zendesk Voice inbound calling service to India. Posting your use case to our Product Feedback forum would still be the best way to get your feature request heard on this. 

February 14, 2014 13:05
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Ben
tigoenergy

Is there any cost difference between the local number and toll free number when receiving calls through Zendesk?

Here is the situation: We have a main business toll-free number that we use for all calls coming in. If a caller needs to talk with support, we can have them choose that option in our current phone system and that will forward them to the Zendesk number. In this case, is it lower cost to have a local number vs the toll-free when Zendesk receives the call?  

February 25, 2014 09:23
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Emily
Zendesk

Hi Ben, 

Yes, there are cost differences to receive calls on a toll free versus local number using Zendesk Voice. Check out the 'Inbound Calls' section above and toggle between the '(toll free)' and regular options in the pull-down menu to see the differences reflected below it.

February 27, 2014 15:53
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Ben
tigoenergy

Hi Emily,

Thanks for the reply. I see where it says "Agent's number begins with" from someone else's screenshot, but there are no options for selection "toll free" or "regular" in the pull-down menu at the top of this topic. 

February 27, 2014 16:01
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Emily
Zendesk

Hi Ben, 

Do you see this pull-down menu, which the red arrow is pointing at? For the locations in which we offer toll free numbers, there is a location name and a location name plus "(toll free)" option in the pull-down menu. Toggling between these selections will change the pricing that appears in each box below it:

TollFree.png

February 27, 2014 16:26
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Ben
tigoenergy

Thanks for the screenshot Emily! I just saw that it said "in" and the USA was where I wanted it... thanks for the follow up, that makes sense now and found what I was looking for. 

February 28, 2014 08:09