Zendesk Talk number availability and pricing

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41 Comments

  • Christoph Kutz

    Hi, 

     

    any plans when numbers for Russia and Turkey will be available?

    Those numbers are already available at Twilio directly...

    2
  • Matthieu HULEUX

    Hi, 

    I have customers in Canada and they must be able to call us in France without costs for them. 

    Your "toll-free" solution looks intéressant, but I was wondering which solution I have to choose for my business. 

    If I understand : 

    • A Canadian customer calls a +1 800 xxx phone number and it's totally free for him
    • In France, we receive calls from this +1 800 xxx phone number and it costs money for us

    I have already a french phone number integrated in Zendesk Talk for my customers in France. 
    Can I do the same for my Canadian's customers ?

    Thanks a lot for your answer.

     

    1
  • Bonne Wilce

    Hi, how does the billing work, do I need to load credit or am I invoiced monthly?
    Kind regards,
    Bonne

    1
  • Maria Leybenzon

    Hi Nora!

    Do you have any plans to add numbers in Russia?

     

    1
  • Jessie Schutz
    Zendesk team member

    Hi Clement!

    There are a couple factors in play here. The biggest one is that our phone numbers are provided by our friends over at Twilio, and so we're restricted by what they have available. The other is that the Taiwan and Venezuela toll-free numbers are in beta, and those are the only number types we currently have available for those two countries. So it's very possible that this will change at some point (although I don't know when). I hope that helps!

    1
  • Agnieszka Kulpinska

    Hi, 

    Why are we learning that there are costs for routing as well (still trying to figure it out, how you calculate it as it is as clear as mood) or to be hones, why it nowhere says that this is Zendesk's normal but rather dishonest practice? Two months later since we started using Talk, convinced the whole managing board that we'll save and now I am finding, that we spend twice the amount I predicted. Your support team now plays ping-pong with our Zendesk Account Handler and no one dears to get back to me with explanation how really you are billing us.

    It would be great if the charges could be explained in detailed manner. No shortcuts, Zendesk!

    1
  • Salik Gadit

    Hi, can we use this in Pakistan? when can we expect Numbers in Pakistan?

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Bonne,

    When you set up a subscription, you'll need to add your credit card on file. You'll then be billed monthly for the amount of talk usage for the previous month. More information on billing can be found here: I have a billing, payment, or subscription question

    Let me know if you have any other questions for me!

    1
  • Rob Stack
    Zendesk Documentation Team

    Hi Agnieszka, thanks for letting us know about this. I've opened up a ticket for you as I'd like to get an answer for you. Somebody should be in touch soon.

    1
  • Julien Poirot

    Hello 

    Any update on local number availability in Morocco ?

    Thanks!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Jordan,

    I'm going to generate a ticket on your behalf so our Customer Advocacy team can dig into this further. I would expect the call to end once the external number has been picked up but I'll pass this over just to confirm.

    Cheers!

    1
  • Caroline Kello
    Zendesk Product Manager

    Hi Maria,

    Russian numbers aren't currently available with our provider Twilio so we're unable to provide them. Apologies for this. 

    Thanks, Caroline

    1
  • Jordan Brown

    When I transfer a call to an external number, the call is still recording and we are still being billed for those minutes even though the call is happening outside of Zendesk.

    This means that if we transfer a customer to their bank and the customer starts a private discussion with their bank, that call is now available for my team to hear. This is a huge security issue that doesn't seem to raise any red flags with Zendesk.

    Why are we also being billed for these calls that are no longer in Zendesk. From the outside looking in, it seems like a rather dishonest business practice. 

    Please share your reasons for these.. Thank you.

    1
  • Joe Beaudoin
    Zendesk Customer Advocate

    Hey Kelly,

    Thanks so much for replying back on this!

    I have to apologize for my last comment, as what I said was inaccurate!

    I did a little further digging and found out that the domestic disclaimers pertain to price breakdowns and not functionality limitations. In other words, you can call the toll free number from a country code that is not domestic and the call will go through just fine!

    Please accept my apology on this one - I was wrong! Hopefully the updated answer helps :)

    0
  • Carl McDowell
    Zendesk Customer Advocate

    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 the beta 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

    0
  • Kelly Ngo

    Thanks for your response Joe. This seems odd to me that it's this limited. Perhaps I can use an example to better understand the experience:

    1) Kelly from Canada calls the toll-free-number from Canada - no problem.

    2) Kelly from Canada calls the toll-free-number from US with her Canadian phone - no problem.

    3) Kelly from Canada borrows a US phone (from a hotel, store, friend) and calls the toll-free-number from US - problem? Would not be able to connect? What happens?

    0
  • Dave Dyson
    Zendesk Community Team

    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.

    0
  • Chris Leung

    I would like to know.

    If I make calls to and from Hong Kong, Macao and China.

    How much will be the charge in HKD?

    Chris

    0
  • Carl McDowell
    Zendesk Customer Advocate

    Hi Edwin Schukking
    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.

    0
  • Stefan Petrićević

    Hi Agnieszka,

     

    I would like to know for the countries in Beta when can we expect to be available? Serbia specifically

     

    0
  • Clement Tang

    "Numbers from Taiwan and Venezuela cannot receive calls; they can only make outbound calls."

    What is the point of providing "toll-free" number which can only make outbound calls?

    In which case a customer service agent will make outbound calls through a toll-free number to reach customers?

    0
  • Edwin Schukking

    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!

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Vijitkumar,

    Talks is currently not available for India at this time. However, Zendesk is looking to add additional countries in the future. You can sign up for the Zendesk Talk Global Number Beta using the link I provided. This will notify the appropriate product managers of your interest to have beta numbers added to your account.

    Cheers!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Lolita Vazquez,

    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 our Talk Product Feedback forum

    Best regards.

    0
  • Mark Brown

    Really would like to have Gibraltar numbers added if possible...

    0
  • Kelly Ngo

    If I'm reading this correctly - for toll-free numbers, it says domestic calls only. Does this mean that customers can only call from domestic? We would only be able to receive inbound calls from customers when they are in Canada? What happens when customers are travelling?

    0
  • Caroline Kello
    Zendesk Product Manager

    Hi Jay,

    We've South Korea numbers available in the list above. India is still in Preview with Twilio which means we're unable to support those numbers at this time. As soon as they move to a more solid state we can look at making India available in our list. 

    Thanks, Caroline

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jean-Sébastien,

    I reached out to our Talk team and they were able to confirm that you would be charged for both the inbound call and the outbound call to your other Zendesk number.

    Let me know if you have any other questions.

    Cheers!

    0
  • Molekule

    Any idea if you'll add numbers for  India?

    0
  • Joe Beaudoin
    Zendesk Customer Advocate

    Hi Kelly!

    Thanks for reaching out!

    That's correct - toll free numbers can only receive domestic calls. However, so long as the number of the customer in question has the same domestic/country code as the toll free number, then regardless of where in the world the call comes from, the number matches. The one exception to that rule is that the US can receive calls from not just American but Canadian numbers.

    That information and more on Talk number availability can be found in the following article:

    https://support.zendesk.com/hc/en-us/articles/115007405487

    I hope that helps! Reach back out if there's anything else we can help with!

    0

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