Zendesk Text number availability and pricing

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  • Jesse Archer

    Any plans to launch this service in New Zealand?

  • Mark Lawrence

    Jesse. Did you get a reply to your query about Zendesk Talk/txt availability in New Zealand. I am interested in it too.

  • Jenny Gillett
    Zendesk Product Manager

    Hi Jesse and Mark, 

    Unfortunately we still do not have an ETA on when we will be supporting New Zealand for Text. We do have support for Local and Toll Free New Zealand numbers in our Talk Product if that is any help to you. As soon as I get an update on Text I will pass it on. 



  • Mark Lawrence

    Hi Jenny,

    Are you able to give an likely estimate of when TXTing will be available in New Zealand - without we would probably need to look at another solution for TALK/TXT?

    Also, can you point me in the direction of pricing for Zendesk TALK in New Zealand please?



  • Eugene Tarasula

    So it "eats away" from the basic Price per number per month one charge at the time, right?

    What happens when there is nothing left? 

  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Eugene!

    These are actually two separate charges. The Price per number per month  is the subscription fee for each of your numbers, and you pay that along with your Zendesk subscription. Price per message is what you're charged for each inbound and outbound message, and you're charged for your usage after the fact. 

    Hopefully that clears things up! Let us know if you have any other questions.

  • Jessie Schutz
    Zendesk team member

    Hi Stephen!

    I looked into this for you, and what I found out was that Twilio doesn't actually provide New Zealand text numbers at this time, which means that we're not able to provide them. At this point we don't know what Twilio's plan is for that, so unfortunately I can't give you an ETA on it.

    However, we will post an announcement whenever new numbers become available, so we'll be sure to let everyone know if anything changes

  • Lucas

    Seems like there is a demand for this product in New Zealand!

    So i will add my voice to the growing choir.  We operate in the US, Australia and NZ. Unfortunately not supporting NZ means we not using Zendesk for any Text at this point in all locations :(  

    Sorry to nudge again @Jessie :)

  • Kavi

    Hey just jumping onboard to add that I'd also be interested in finding out when the Text function will be available for NZ. 

  • Thomas Wang

    Hi, is there any plan to launch the text service in Slovakia and Bulgaria?

  • Travis Rider
    Zendesk team member

    Hello Thomas!

    After taking a look, currently Twilio doesn't offer Text numbers for Slovakia and Bulgaria so we are unable provide text service in either location. Twilio does not have an ETA when those will be available.

    That said, when new numbers are available we'll be sure to announce them.

  • Linda-SI

    Any ideals when we can send satisfaction survey through TEXT ?

  • Thomas Wang

    Hi, Travis 

    Do you know is there any restriction on sending SMS to Slovakia and Bulgaria customers from a foreign number ?

  • Travis Rider
    Zendesk team member

    Great questions!

    @Thomas I took a look on the Twilio website and I do not see any restrictions on sending SMS messages to Slovakia or Bulgaria from a foreign number.

    @Linda-SI We are working on making CSAT surveys SMS friendly, unfortunately I do not have a timeframe on when they will be available.

    Let us know if you have any other questions!

  • Andres Figueroa

    We are planning to use TALK but I am struggling finding the pricing information at least one that is updated as for today.  In the Zendesk pricing page there are some numbers with Beta on the side, and I would like to know what that means in terms of using them in production. I also need a a list of all existing numbers and the cost, both for creating the numbers and the charge per minute. I really need this quick, like today. I have created a ticket as well asking for the same information but the response time is so bad. Many of these threads get never answered or it takes years before anyone looking at them. Please help . 

  • Nicole S.
    Zendesk Community Team

    Hi Andres -

    Thanks for your question, and our apologies for the confusion!

    "Beta" means that a feature is currently being tested by a limited number of users but isn't available for everyone just yet. As far as pricing goes, features are usually free in the the beta period and sometimes have an additional cost once they're available to everyone.

    This is the comprehensive pricing page for Talk. If you go there, you should also be served an opportunity to chat with someone, and they should be able to talk you through all of the pricing questions you have in real time.

  • Kevin

    If we already have a Twilio account and a "beta" number, can we link? I assume you use Twilio for talk/txt.

  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Kevin,

    We can do a "port over" to connect your existing Twilio account and number to your Zendesk account as long as the number is compatible with our active list of countries.

    If you would like to process this, you can submit a request to Zendesk via, support@zendesk.com, and include the requisite information we reference in the following article, for our Engineers to help with that integration.


  • Zena Javier


    I use my AT&T number for my Airbnb account.  If I port my number over to Zendesk, will I be able to receive calls and text through Zendesk?  Given that Airbnb only accepts phone numbers from big providers, will this cause an issue with my Airbnb account?

  • Destiny Tan
    Zendesk Customer Advocate

    Hello Zena,

    Thank you for getting in touch and for sharing your interest with porting your number with Zendesk.

    To answer your question: Once you port your AT&T number, all calls and text will through Zendesk. This means that those messages or calls will no longer be routed to your mobile phone. If you want to route them all as well on your mobile, as a workaround, you can do agent forwarding but to a new mobile number.

    For your security, I will be creating a ticket so we can discuss and check if your number is good to port as well as to provide you with more information regarding the porting process.

    Thank you!

  • Carl McDowell

    Kia ora fellow Kiwis or businesses operating in NZ,

    It still doesn't look like we can support a local number for sending text messages in New Zealand (You can send from other international numbers) For more details on this see the mentioned best practices from our provider twilio here: https://www.twilio.com/sms/guidelines/nz

    There are other 3rd parties that have integrations that support short codes. I have found a couple on our marketplace:



    Feel free to add any others that have worked for you as well

  • Alex Villalobos

    Hola friends,

    I have noticed that no longer can be purchased France Text numbers, is this permanent? Or this is something will be rolled in again in the near future?

  • Carl McDowell

    Hola Alex,

    Multiple countries have now added extra regulatory requirements, and France is one of these. You can see which countries have extra requirements here: https://support.zendesk.com/hc/en-us/articles/360002069468-Zendesk-Talk-and-Zendesk-Text-number-address-requirements

    If you need help getting a French SMS number please send the required documentation, and we can you via a Support ticket get you setup.

    Kind Regards,
    Carl McDowell

  • Alex Villalobos

    Thank you Carl.

  • Lisa Seliverstova

    Hi, is there a plan to support outgoing MMS from ZenDesk (to US numbers)? 

    Looks like there is a way to do it in Twilio via their API, can you recommend how can we implement this to our account? https://www.twilio.com/docs/sms/send-messages#include-media-in-your-messages 

    We have to user 3rd party for workaround here, which brings lots of additional actions to our Agents and as we scale - extra budget to the company for not having this feature.

    Please let us know if there is any known workaround here. 




  • Devan - Community Manager
    Zendesk Community Team

    Hello Lisa,

    Currently, we have no plans on making this a feature, but I would recommend reaching out to our product feedback channel and submit this as a request for our Devs to consider in the future. 


    Talk Product Feedback

  • Morvan le boulanger

    There is a typo here, if I may say. "Texting French Guinea? ": quite complicated as Guinea became independent in 1958. So both "french" and "text" would not apply in this context.

    "French Guiana" still exists though. They have text messages.



  • Rob Stack
    Zendesk Documentation Team

    Hi Morvan le boulanger thanks for spotting this. I've now corrected the name to French Guiana. We really appreciate you pointing this out!

  • Luke Dobson

    If we don’t pay by invoice but purchased a year subscription when is costs for SMS & Talk billed? Is it monthly and if so is it to the credit card on file or can it be via invoice?

  • Iulia Lipatov
    Zendesk Customer Advocate

    Hi Luke! Apologies for the delay in getting back to you.

    If you do not pay by invoice but have purchased a year subscription, the cost for your Talk and SMS usage will be deducted monthly from the credit card on file. You also have an option to pre-purchase Talk credits when paying by invoice, if you would like to change your payment method you can contact your account manager or I can open a ticket with them for you if you like.

    You can find information on Talk billing in this article from our knowledge base: Zendesk Talk billing FAQ



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