Zendesk Voice allows support teams to track phone calls along with email, chat, web, Twitter and Facebook support requests.
Zendesk Voice is a cloud-based phone support solution built right into Zendesk that makes it easy for growing companies to deliver affordable, efficient phone support. With Voice, companies can get started with phone support in minutes, without purchasing any extra equipment. It allows agents to provide phone support from the same platform they use to manage all other support channels. With Zendesk Voice added on, Zendesk is an all-in-one, multi-channel solution.
There are three plans available for Voice: Lite, Basic, and Advanced. For details about each plan, see Zendesk Voice pricing.
Phone numbers and minutes are purchased separately from the per agent price. You may pay for phone numbers and minutes as-you-go or pre-purchase credit in bulk at a discounted price. If you pay-as-you-go, your usage will be billed monthly and appear as a separate line item in your Zendesk account. See below for more details on credit package discounts.
Calls are charged per minute, rounded up to the nearest minute. A call starts when the caller first hears your voice greeting or when an agent connects to a customer through an outbound phone call.
For more information about setting up and using Voice, see Voice resources.
Zendesk supports inbound calls to 40 countries globally. Agents can accept calls in two ways:
- Using the embedded browser phone client, agents can receive calls in the browser for a flat rate globally;
- Or agents can forward calls to their phones, subject to local rates per country.
Using Zendesk, agents can contact customers in any country in the world. Calls costs are subject to outbound rates for the country called by the agent. As is the case with inbound calls, agents connecting outbound calls to their phones are subject to local rates per country.
Outbound call rates
Package discountsZendesk offers discounts when purchasing Voice credit in bulk through invoicing. Please contact our sales team for more information.
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