This article contains resources for setting up and using Zendesk Talk, including documentation, videos, and community tips.
Tip: If you want to learn more about communicating with your customers by phone and text message, check out the Zendesk Talk for Agents training course.
Documentation
Getting started
- Getting started with Zendesk Talk
- Understanding how Talk calls become tickets
- Getting Started with Zendesk Talk: Best practices for phone support
Setup and overview
- Zendesk Talk number availability and pricing
- Zendesk Talk and Zendesk Text number FAQs
- Zendesk Talk and Zendesk Text number regulatory requirements
- Determining your Zendesk Talk staffing requirements
- Preparing to use Zendesk Talk
- Enabling Talk and configuring general settings
- Adding Zendesk Talk numbers
- Controlling access to Zendesk Talk (Talk Team, Professional, and Enterprise)
- Configuring voicemail options
- Standardizing your outbound caller ID
- Enabling customer callback (Talk Professional and Enterprise)
- Configuring Zendesk Talk settings for the Web Widget
- Setting up Talk numbers for multiple brands (Professional Add-on and Enterprise)
- Porting numbers for Zendesk Talk
- Best practices for call recording
- Talk network requirements
Agent guide for Talk
- Setting up your browser or phone for calls
- Receiving and placing calls with Zendesk Talk
- Receiving incoming calls
- Making outbound calls
- Returning callback requests (Talk Professional and Enterprise)
- Putting calls on hold or mute
- Transferring calls (Talk Team, Professional, and Enterprise)
- Ending calls
- Setting your Talk agent state
- Adding a third-party to a conference call (Talk Professional and Enterprise)
- Pausing and resuming call recordings with agent recording controls
Managing Talk
- Managing Talk number settings
- Managing call recording options in Talk
- Managing outgoing greetings
- Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)
- Managing overflow calls and after-hours routing (Talk Professional and Enterprise)
- Routing incoming calls with IVR (Talk Professional and Enterprise)
- Routing calls based on business hours (Talk Team, Professional, and Enterprise)
- Blocking unwanted callers (Professional and Enterprise)
- Understanding call recording permissions (opt-in and opt-out)
Reporting
- Reviewing Talk usage charges
- Monitoring calls with the Live calls dashboard (Talk Professional and Enterprise)
- Analyzing call activity with the Talk Team dashboard
- Analyzing call activity with the Talk Professional dashboard
- Analyzing your Talk activity (Talk Professional and Enterprise)
- Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)
- About the Talk Enterprise Monthly Diagnostics Check
- Reporting on calls with Explore
Best practices
- Best practices for Zendesk Talk
- Best practices to plan for Talk
- Best practices for rolling out Talk
- Best practices for monitoring and maintaining Talk
- Best practices for Talk from the Zendesk customer service team
Zendesk Text
- Getting started with Text (Talk Team, Professional, and Enterprise)
- Zendesk Text number availability and pricing (Talk Team, Professional, and Enterprise)
- Adding and managing Text numbers (Talk Team, Professional, and Enterprise)
- Text usage pricing (Talk Team, Professional, and Enterprise)
- Automating SMS support with Text triggers (Talk Team, Professional, and Enterprise)
- Reviewing Text history
- Using Text notifications with triggers: Recipes and tips
Reference
6 Comments
Hi, if I mark a voice ticket as solved once I finish a call, with no written comment to the customer, is the call being answered treated as the first response for reporting purposes?
Thanks!
Hi Emma,
Whether or not the ticket is solved right away or left open, the first reply time will show the number of minutes the call took. This is because the First Reply Time is determined by the first public response by the agent after the ticket was created. In the case of voice tickets, the ticket is created when the call comes . The first public reply by the agent will be the call details that are added to the ticket once the call is complete. So the first reply time is satisfied when the call ends and the details are added. So for reporting purposes the first reply time will be the amount of time the call took. I hope that helps! Let us know if you have any further questions.
Thanks Christopher! How about voicemail tickets? If I mark a voicemail ticket as solved with no response, does this count against my first reply time? I assume a phone call back on the ticket is counted as a response...
Thank you!
Hello Emma,
No problem at all! Voicemail tickets do not have a first reply time if solved out. You are correct, should you call the customer back or make a public comment, that would satisfy the requirements for first reply time. But solving a voicemail straight away would result in a "null" value for reporting purposes.
Hi there,
I haven't been able to find anything on the Zendesk site about how a specific problem:
When working on an email with Zendesk when you answer a call (we have it on Callbar) - how do you avoid Zendesk automatically switching to the call (interrupting your email writing)?
Thanks,
Michael @ Bulb
Hey Michael!
The Zendesk Talk system was designed to open up a new ticket for the incoming call, so at this time there isn't really a way to prevent that action from happening. This is in place both to show you what ticket is going to be used for that call, as well as give you a place to take notes about the call or fill out necessary ticket field information. When you are directed to the new ticket for the call the tab for the original ticket you were working on stays up and no information is removed from it, so you'll just need to click back into that tab if you want to resume working.
Apologies that we don't have a way to get you the functionality you're looking for within the Talk system at this time, but feel free to reach out if you have any additional questions.
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