In this article, we'll run through some best practices for network and hardware setup to ensure you have the best possible experience with Zendesk Talk. We'll split the considerations into the following sections:
- Choosing your internet connection
- Setting up your network router and ports
- Selecting audio headsets
- Configuring browser settings
The recommendations here apply to offices and working from home. In larger organizations, you might also have less control over your I.T. infrastructure and computer settings; if so, please reach out to your I.T. administrator for assistance with the steps below.
For details on configuring and using Zendesk Talk, see Talk resources.
We recommend using wired connection types, such as fiber cable or DSL. Wireless broadband connections are more likely to experience dropouts, disrupting the call for agents and customers. This consideration might not be applicable to office environments, but it could come into play when working from home with Zendesk Talk.
We highly recommended the use of a business-grade router that provides advanced configuration options. Some internet service providers (ISPs) can bundle cheap routers with your internet service. These routers might lack the advanced configuration options required to enable a reliable Talk experience.
Some of the features you should look for in a home router:
- Port management : Blocking and allowing access to router ports
- Quality of Service (QoS) : Dedicating a portion of your network bandwidth to specific ports or services. This will ensure streaming and file downloads don't affect your Talk experience!
- High WiFi protocol compatibility : We recommend wireless adapters supporting wireless protocol 802.11ac as of May 2015.
Please note: While WiFi is very convenient and allows us to be portable, poor or intermittent WiFi performance will cause Talk calls to drop. If you experience such issues, consider using a network cable from your router to your computer.
Talk data travels through specific ports that need to be open on both your network and computer.
You should perform the following steps on your home router:
- For Chrome/Firefox users, allow UDP Ports 10,000 to 60,000. For detailed instructions, see Opening ports for Zendesk Talk .
- Allow TCP Ports 80, 443, 843 and 1935. For detailed instructions, see Opening ports for Zendesk Talk.
- Enable Quality of Service (QoS). If the existing traffic on your home network is close to maxing out your bandwidth, it’s possible that this traffic will battle with Zendesk Talk for the leftover bandwidth. If Zendesk Talk loses the battle, this can cause call drops, bad call quality and your Zendesk Talk status to go offline. Check your router’s manual for steps to enable QoS. For more info on tweaking the QoS on your router, check out this beginner’s guide from How-To Geek.
For more information, see the Twilio client requirements .
If you experience issues while connected through a VPN, try toggling the VPN client off to see if it helps. If you can isolate the issue to your VPN, supply the network requirements above to your network administrator.
We highly recommend that you use a USB headset or a headset that connects to the 3.5mm audio port on your computer. Bluetooth headsets might provide broken streams of audio; as such, bluetooth headsets are not recommended.
Community tip! Learn about our experiences with headsets here at Zendesk in Laura's guide to choosing a headset.
Check out the Browser configuration section for steps on troubleshooting headset connection issues.
Configuring browser settings
Sometimes headsets aren’t automagically picked up by your browser. To ensure your headset is enabled in your browser, check out this GIF to see how it’s done in Chrome:
Some troubleshooting questions to ask yourself if you have audio issues:
- Is the mic muted? Sometimes there are buttons on headsets that mute the mic.
- Have you tried a different headset connection? If you have a USB headset try using a headset that plugs into the 3.5mm audio jack (and vice versa!).
- If multiple headsets don’t work on your computer, have you tried them on another computer? If they work on a different computer perhaps you have a hardware issue with your regular computer.
If you have any questions, please leave a comment below or reach out to us at email@example.com !