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
- Welcome to Talk
- Getting started with Zendesk Talk
- Understanding how Talk calls become tickets
- Getting Started with Zendesk Talk: Best practices for phone support
- Evaluating your Zendesk Talk trial account
- Understanding Talk Partner Edition
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
- Giving agents access to Talk
- Configuring voicemail options
- Standardizing your outbound caller ID
- Enabling callback
- 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
- Understanding Talk Embedded voice
- Adding a Talk digital line and call button
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)
- Understanding how Talk handles unknown callers
Reporting
- Reviewing Talk usage charges
- Monitoring calls with the Live calls dashboard
- 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
- About the Talk Enterprise Monthly Diagnostics Check
- Reporting on calls with Explore
- Reporting on Talk network and audio quality
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
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