Zendesk Talk usage credit discount Follow

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30 comments

  • Avatar
    Praphulla Nadimpalli

    Does zendesk provide me with a number? Or I need can use my existing number which routes to 5 agents and integrate with Zendesk ?

  • Avatar
    Neil Weldon

    Hi Praphulla,

    We can provide numbers from 40 countries so you could purchase one from us, or if your number is a US one it can be ported in. Suggest you try it with a trial where the number is free and you get $1 of free credit.

  • Avatar
    Marijn Kamperman

    When will inbound calls be available in Saudi Arabia and United Arab Emirates?

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    Michael

    How can I change my Zendesk Voice number, or check available numbers?

  • Avatar
    Jessie Schutz

    Hi Michael!

    You can't change your number, per se, but you can add a new number and, once that's done, delete your old number. You'll do this from your Voice settings in the agent interface, from the Numbers tab.

    Make sure you add the new number before you delete the old number!

    When you go in to add the new number, you'll be able to browse or search through the various numbers that are available to you.

    Please let me know if you have any other questions!

  • Avatar
    AK Kurji

    I already have my on SIP and use Twillo. Can I still use Zendesk to answer calls vs using Zendesk hosted solution?

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    AK Kurji

    its for our site http://www.brandnex.com for custom wristbands and promotional products.

  • Avatar
    Neil Weldon

    Hi AK,

    It is possible to integrate other telephony solutions with Zendesk. goto.zendesk.com/cti documents the CTI Toolkit with developer.zendesk.com having more detailed information on the various REST API calls.

  • Avatar
    MattDupont
    Is there any way now to take calls from the iOS and Android apps?
  • Avatar
    Neil Weldon
    Hi Matt Not at this time but this is a gap we will close later in the year
  • Avatar
    Chris Ryland

    Yes, please, let me add my strong vote to those calling for voice support in the apps.

    Thanks!

  • Avatar
    Bill

    Hi there - can anyone tell me why outbound calls in Australia are 5x the price of outbound calls in the US?

  • Avatar
    Neil Weldon

    Hi Bill, 

    We have broken out the pricing a bit better so we're not providing the ranges for Australian pricing we were which should provide some better clarity.  

  • Avatar
    Bill

    Hi Neil

    Thanks for taking the time to respond. Would appreciate if you could answer the question directly regarding the revised pricing - can you please tell me why Australian customers are paying twice as much to call their own country code compared to the US? Or it seems 5x for mobile/cell calls?

    Apart from the obvious temptation to squeeze Australian software customers.

  • Avatar
    Neil Weldon

    Hi Bill, 

    The differences in the pricing across various countries directly reflects the differences in costs we have in providing the service. There is no other reason behind this. 

    Neil 

  • Avatar
    Bill

    Mmm.. 5x more expensive to provide VOIP / voice services to an Australia IP address? Zendesk provide a great service and support (however I should note all my agent responses have been from service agents located outside of Australia so far).

    Nothing more frustrating than having to deal with this sort of response to a question we would regard as valid. A straight up "yes we squeeze where we can" would generate a lot more respect.

  • Avatar
    Neil Weldon

    Hi Bill, 

    I understand how you may of misinterpreted my response to include all costs but this is not what I was indicating. The costs of the calls relate to the telecommunications services and the charges for receiving and sending calls across the non-VoIP part of the service where it interconnects with telecoms carriers. For us to provide this service our telecoms costs are more expensive in Australia than the US and this is what is reflected in the pricing differences. There is no other 'squeeze' involved here.

    Regards, 

    Neil

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    Bill

    Hi Neil

    Ok I actually thought that after I hastily wrote a response - apologies for the snark.

    Bill

  • Avatar
    Deepika Kumar

    Hi Steven,

    Just wondering when a call is not answered by support agent can we setup ticket escalation policies for the voicemails through pagerduty?

     

  • Avatar
    Neil Weldon

    Hi Deepika,

    There is a Pagerduty app for Zendesk which you can find more details on here. You could create a trigger for voicemails to do what you are looking to do. 

  • Avatar
    Deepika Kumar

    Thanks Neil for the info.

    I have setup the Zendesk voice on our test instance (https://testdbvisit.zendesk.com/). Though an agent is online on Zendesk Voice via Phone and when I am trying to call on support number it says no support agent is currently available and asks to leave a voice message.

    Could you please suggest is there any setting for call forwarding on the phone number. P.S: Our support agent resides in New Zealand and Czech Republic.

    Also when call is forwarded to support agent phone, will Zendesk voice will create  ticket(same as online via browser) ?

  • Avatar
    Neil Weldon

    Hi Deepika, 

    International calling is disabled by default for accounts. I have removed some of these restrictions for your testing

    Zendesk Voice will create a ticket for all answered calls irrespective of them being answered in the browser or on the phone.  We have a beta for creating tickets for Abandoned calls which will be part of Advanced voice if you are interested. Signup is here

    If you have any further setup issues you are best contacting support.zendesk.com who are better able to respond to you in a timely manner 

  • Avatar
    Guilherme Cernohovski Tavares

     What is the relation between the price and minutes spent on talks?

  • Avatar
    Neil Weldon

    Hi Guilherme, The per minute cost for a call is dependant on what the numbers are and how you are answering the calls (browser or forwarded to a phone. You will be able to get the price for your particular scenario on our pricing page which is here.

  • Avatar
    Marco Donauer

    Is it possible to enable international calls?

    And what are the prices for international calls?

    Is the feature to enable international calls priced somehow, or just disabled?

     

    Regards,
    Marco

  • Avatar
    Neil Weldon

    Hi Marco, 

    International calls may be enabled on your account. If you wish this please contact support@zendesk.com. Before doing this you may wish to review the call charges onwww.zendesk.com/talk/pricing

    Thanks

    Neil

  • Avatar
    Marco Donauer

    Neil,

     

    thanks I overlooked the rest of the pricing page somehow. Found it now.

    So thee is no extra charge for international calls and it is also available for the lite plan?

     

    Marco

  • Avatar
    Neil Weldon

    There is no extra charge to have international calling enabled however as per the pricing page you will see that charges for outbound calls to various countries differ and are more expensive 

  • Avatar
    Samuel Odih

    Is Zendesk Talk available for use in Nigeria? If yes, what are the rates for both inbound & outbound considering i'm using a pre-existing local number.

    Also, how do i integrate an E1/PRI line into Zendesk Talk?

     

  • Avatar
    Neil Weldon

    Hi Samuel.

    Nigerian numbers are currently in beta. This link provides information on the inbound rates for those numbers  Outbound rates are available on the Talk Pricing page

    Talk is VoIP service so we don't provide for direct integration of E1/PRI lines. If you are looking to use the numbers on that line for Talk then you can either forward the numbers into a Talk number or we can investigate if porting the numbers over to Talk is possible. 

    If you have any further questions I suggest you open a ticket at support@zendesk.com so we can get someone work through them with you

    Thanks

    Neil 

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