Zendesk Talk number availability and pricing

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27 Comments

  • Aadit bimbhet
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    Hi Nora,

     

    Thanks for sharing this list. For the countries in Beta when can we expect those to be available? Specifically I'm interested in the Philippines and then Malaysia.

     

    Thanks!

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  • Nicole - Community Manager
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    Hey Aadit - 

    Apologies for the delayed response. I've been tracking down the answer for you; should have one for you soon!

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  • Caroline Kello
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    Hi Aadit,

    You can sign up for the beta numbers here, right now :)

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  • Nicole - Community Manager
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    Thanks, Caroline!

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  • Patrick Harland-Lee
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    Would really be interested in a Toll-Free number for Singapore please!

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  • Clement Tang
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    "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?

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  • Jessie Schutz
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    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!

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  • Maria Leybenzon
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    Hi Nora!

    Do you have any plans to add numbers in Russia?

     

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  • Caroline Kello
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    Hi Maria,

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

    Thanks, Caroline

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  • Jay Kershner
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    Any idea if you'll add numbers for  India?

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  • Caroline Kello
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    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

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  • Kelly Ngo
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    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?

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  • Joe Beaudoin
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    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!

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  • Kelly Ngo
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    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?

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  • Joe Beaudoin
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    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 :)

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  • Mark Brown
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    Really would like to have Gibraltar numbers added if possible...

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  • Vijitkumar
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    I wanted to check whether a browser only based option works for Zendesk Talk or not.

     

    In other words, if the agent is logged in via browser or app and the end user is also logged into Zendesk via browser, can't Zendesk Talk work for India location?

    Is there a mandatory requirement for Zendesk to have phone numbers in India for Zendesk talk to work in India?

     

    This is what I learnt from Zendesk Support:

     

    "Zendesk does not have any phone numbers in India meaning our Zendesk Talk features are not available in India."

    Please clear this for me.

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  • Brett - Community Manager
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    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!

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  • Jean-Sébastien Catier
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    Would anyone know if these outgoing prices also apply if you transfer a call from a Zendesk number to a Zendesk number ? (for advanced routing purposes).

    Or is it considered as a normal outbound call, and invoiced accordingly ?

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  • Brett - Community Manager
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    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!

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  • Jordan Brown
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    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.

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  • Brett - Community Manager
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    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!

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

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  • Brett - Community Manager
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    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!

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  • Matthieu HULEUX
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    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.

     

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  • Brett - Community Manager
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    Hi Matthieu,

    I confirmed with one of our Talk experts and it looks like there's no option for you to cover international calls on behalf of the caller.

    The only option available is Toll-free calls which will only cover costs for local calls.

    Let me know if you have any other questions.

    Thanks!

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  • Julien Poirot
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    Hello 

    Any update on local number availability in Morocco ?

    Thanks!

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