Zendesk Voice allows your support team to set up a basic call center system in minutes. Starting today, Zendesk Voice now supports inbound calls to toll-free (freephone) numbers in the United States, Canada and United Kingdom as well as to national numbers in 10 European countries. Furthermore, Regular, Plus+ and Enterprise customers can now add multiple phone numbers to their accounts.
Provision toll-free (freephone) phone numbers
Zendesk Voice accounts can now provision and accept calls to toll-free (freephone) numbers in the United States, Canada and the United Kingdom. Adding a toll-free phone number will deduct $2.00 from your monthly Zendesk Voice balance.
Provision European national phone numbers
Ability to provision phone numbers in 10 additional European countries. Due to legal requirements in many European countries that require proof of business residency to purchase geographic numbers, we currently support only national (non-geographic) numbers in such countries.
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Multiple phone number support
Support teams that want to provide a toll-free support number along with a local support number can now do so; Regular, Plus+ and Enterprise accounts can add multiple Zendesk phone numbers to their accounts. Calls to all phone numbers will be added to the same call queue.
As Zendesk Voice currently supports transcription for English language only, transcription can be enabled/disabled per phone number. If you choose to enable transcription on your account's subscription, transcription is enabled by default on US, Canada and UK phone numbers and disabled for other countries.
Forward calls to agent phones anywhere in the world
Agents using the browser-based phone client can already accept calls from anywhere in the world. In addition to this, Zendesk can now also forward calls to phone numbers in any country. See information about international forwarding rates.
Currently, Zendesk provides a free phone number when using the feature, but we require that you use this phone number or it will be removed after 60 days.
Due to customer feedback about this policy and to support customers who want to provision multiple phone numbers, each Zendesk Voice phone number will deduct $1/month for local/national phone numbers and $2/month for toll-free phone numbers from your monthly balance. If you are already a Zendesk Voice customer at the time of this announcement, your existing phone number remains free.
Pricing for phone calls remains credit-based and cost depends on the inbound rate for each country and forwarding rate to the agent. See full information about pricing.
Try out Zendesk Voice
To try using Zendesk Voice, visit Settings > Channels > Voice and click Add a phone number to your Zendesk. While you evaluate this feature, your phone number is free and you will have $1.00 of call credit, which is equivalent to approximately 60 minutes of usage with the browser-based phone client.
If you're already a Zendesk Voice user
If you're already a Zendesk Voice user, you can add a new phone number by visiting Settings > Channels > Voice and visiting the new Numbers tab.
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