The Talk team is excited to announce the launch of Talk Enterprise, our new pricing plan that provides growing teams and call centers with the tools and hands-on support they need to successfully deliver phone support at scale.
Talk Enterprise includes all the features on Talk Professional, plus:
Launch Success Program
Get off on the right with hands-on deployment support from Zendesk experts. The Zendesk team will help companies define business goals, optimize their network and environment, configure their Talk instance and review supervisor features.
Monthly diagnostics provides a deep-dive on performance and expert guidance to help teams troubleshoot and prevent outages. This service includes (learn more):
- Diagnostic reports containing actionable information regarding Talk performance, like connection failure causes, terminations errors and network issues
- Monthly consultative call with a Zendesk Talk expert to review these reports in detail, answer any questions and provide suggestions for system improvements
The Talk Enterprise Usage SLA covers any outages due to our service provider’s (Twilio) API, which will trigger a usage credit (this credit is applied towards Talk usage, and will not apply the Talk agent license subscription). Learn more.
In the event of a site-specific outage that impacts Talk connectivity, customers may request “failover on-demand” to route calls to an alternate number. Learn more.
As part of the introduction of Talk Enterprise, we’re also announcing an update to our other Talk pricing plans and packages.
As we continue to evolve the Zendesk family of products, it’s important that we align all the different elements of our brand. This includes our plan names. So, we’ve decided to rename the legacy Zendesk Talk plans.
As of September 6th, 2017, Zendesk Talk has the following renamed plans:
You can view the features available by plan type on the Zendesk Talk pricing page.
How do I know which plan I am on?
In general, if you purchased Talk before September 6th, 2017, you will be on the legacy plans.
Already a paying customer? Nothing’s changing for you.
If you’re a paying customer as of September 6th, 2017, the plan and pricing changes do not affect you at all.
You are grandfathered into your existing plan and your current pricing and packaging.
Can I upgrade/downgrade to legacy plans rather than switching to the new plans?
Customers can stay with the plan they are on! You will need to shift to our new plan structure if you choose to upgrade or downgrade plans.
Are you planning to remove the legacy plans?
We are not planning to remove any of our legacy plans from existing customers.
When I come up for renewal, will I be able to stay on my existing plan?
What if I want to add/remove agents but not change plans?
As long as you don’t change the plan you are on, you can add or remove as many agents as you like and you will remain on the plan you are on.
Is there a benefit to changing plans?
If you’d like to upgrade to more features and functionality or if you’re not using all the features and functionality of your existing Zendesk plan, then you may want to consider switching to one of our new plans.