Reviewing your Talk usage charges

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14 Comments

  • Per

    The call status isn't showing in the CSV report downloaded from the Usage charges tab. Is this something that's still being worked on?

    0
  • Malinda
    Zendesk Customer Care

    Hi Per,

    I recommend sharing that product feedback in our Feedback on Talk Community: Feedback - Voice (Talk).

    In the meantime, you can export a CSV report with the call completion status on Explore. You can use the Talk metrics and attributes listed in this article to create the Explore query: Reporting on Calls in Explore.

    I hope that helps!

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  • James Knights

    Hi,

    Currently I am able to view the talk credits applied to our instance by our supplier in the transactions section on the Talk history page - I use this information to validate the charges being invoiced to us by our supplier and this is extremely important in identifying any over/under charges on the invoice.

    I cannot see this information in the usage charges page - will this information be available to view in this page?

    Thanks

    1
  • Debbie
    Zendesk Customer Care

    Hi James,

    Thank you for reaching out. The usage charges page in Admin> Channels> Talk contains your account balance at the top of the page, a charges summary breakdown that displays the charge type and a section to let you know the credits used in this period.

    Can you not see this information on the usage charges page or is there something else specifically that you wish to see there?

    Thanks Debbie

     

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  • James Knights

    Hi Debbie,

    Thanks for getting in touch so quickly.

    I am able to see the total credits used in the period, but I am not able to see when the credit was applied to our account and how much that was, please see screenshot below.

    I use this information to check the invoices that we are getting from our supplier, you bill them directly and they pass this on to us, so far we have had two incorrect invoices and the only way I was able to determine that was by checking the credits that had been applied.

    Thanks

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  • Debbie
    Zendesk Customer Care
    Hi James,
     
    Thank you for your patience while I looked into this for you.
     
    I can confirm that, yes we will move "the transaction section" over to the usage charges page before deprecating the History page.
     
    You won’t lose the ability to review Talk recharge once the History page goes away.
     
    I hope that this helps.
     
    I will solve this ticket for now, however if you have any further questions on this, please do reply to this ticket and it will reopen.
     
    Have a great day :) 
    0
  • Johnathan S

    Hi ZD Team,

    I was wondering if there is a way for me to check on my staff on whether they were "online" during 6am and what period of the day they were "away", "offline", "on-call" etc?

    -1
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Jonathan,

    We have a long standing community thread addressing this issue I will link for you below, please feel free to contribute to the thread. The most recent update from our Product Team indicates this is something we are tackling and they are currently looking for feedback. 

    Zendesk-Talk-Allow-Reporting-on-Agent-Availability

    In the interim there is some data you can pull directly from the Talk Dashboard or leveraging our API:

    Can-I-report-on-agent-availability-in-Zendesk-Talk.
     
    I hope that helps!
     
     
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  • Chaimiao Wu

    Hi, 

    I would like to request a new feature on this. When I want to export CSV, will it be possible to directly download on this page or allow me CC other email address? The current process is troublesome since person logged in, bill payer, account owner are not always the same.

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Chaimiao Wu,

     

    That does sound like a great idea! Can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback? Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 

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  • Amanda Rice

    I can no longer see my Talk "History" tab and need it for the same reasons as James mentioned above in comments on October 25, 2021. I was relying on Debbie's response from October 29, 2021, that said "I can confirm that, yes we will move "the transaction section" over to the usage charges page before deprecating the History page. You won’t lose the ability to review Talk recharge once the History page goes away."

    Has the "History" tab been deprecated? Please let me know where I can find Transactions for my Talk Credit reloads so that I can crosscheck them against invoices from our reseller.

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  • Christine
    Zendesk Engineering
    Hi Amanda,

    The Talk History tab was moved under Usage charges.
     
    Configure Start date and End date to the dates you want to display. Note that you can choose a day range of up to 31 days.



    Thanks,
    Christine
    0
  • Amanda Rice

    Hi Christine,

    On the Usage Charges tab, the Credits issued do not appear in the Charges Summary area. The Credits issued are not listed in the detailed Call History area either. 

    Below is a screenshot of the Credit information that was on the retired History tab that I need to see on the new Usage Charges tab. I had Credits issued on 12/13/2022, 08/11/2023, and 09/05/2023 and I can no longer see those credits when I run the start and end dates for those dates/months on the new Usage Charges page.

    Please let me know when the Credit information will be migrated over to the new Usage charges tab in Talk.

    Thank you,

    Amanda

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  • Destiny
    Zendesk Customer Care
    Hello Amanda,

    It looks like you have opened a support ticket with us and it is now being handled by my colleague. We will continue to provide updates on your ticket as we learn more. Thank you for your patience and understanding. 
    0

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