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Reviewing Talk usage charges

Rob Stack
  • Edited
Zendesk Documentation Team

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Note: Talk usage charge settings are now in Admin Center, the new home for Support settings. See About Support settings in Admin Center.

Use the Talk usage charges report to understand your current Talk account balance, and a breakdown of usage charges between the dates you choose. Your usage charges are broken down into the following categories:

  • Calls
  • Voicemail transcriptions
  • Recordings
  • Text messages
  • Phone numbers

Additionally, the report shows the total amount of your Talk credit you used between the dates you chose. The amount might be negative if you pay for Talk usage at the end of the month. After your invoice is paid, your account balance will update. Use this article to understand how to access, configure, and export your Talk usage charges report. The usage charges report updates in near real-time.

Note: This page will replace the History tab on the Talk settings page. However, the History tab will remain live for now to give you time to migrate any reporting dependencies to the new usage charges page. The usage charges page contains the most up to date information about your usage charges.

This article contains the following topics:

Reviewing your Talk usage charges

Use the procedure in this section to display your Talk usage charges report.

To display your Talk usage charges

  1. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
  2. On the Talk settings page, click the Usage charges tab.

    Talk displays the usage charges report.

    Tall call use charges report

  3. Configure Start date and End date to the dates you want to display. You can choose up to a 31 day range.
Important: Even if you did not make calls or send texts, there is a monthly charge for your Talk phone number. If you don't want a Talk phone number, you can delete it from the Numbers tab of the Talk settings page. For details, see Managing Zendesk Talk numbers.

Exporting your Talk usage charges

If you want to view your Talk usage charges in other applications, you can export it as a comma-separated values file which you can then import into the other application.

To export your Talk usage charges

  • In the Talk usage charges report, click Export CSV.

    Talk export button

The report will be sent to the email address associated with your account. This might take up to two hours.

The export contains four files in CSV format:
  • Calls and transcriptions
  • Messages
  • Phone numbers
  • Recordings

The calls and transcriptions file details individual leg charges. For more information about call legs, see Reporting on calls with Explore.

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8 Comments

  • Christoph Kutz

    Hi,

    we are on Talk Enterprise Plan and I cannot see the new tab "Usage Charges".

    Is this already rolled out on all pods?

    1
  • Martin Holmes
    Zendesk Product Manager

    Hi Christoph, 

    You may need to do a refresh in order to see the new Usage Charges page. If you still experience issues, please open a ticket and we will look into it ASAP. 

     

    Thanks,

    Martin 

    1
  • Rosebeth

    Hello, 

     

    Could you please advise how can I can download  the call details once history is retired? I have tried downloading Talk Usage Charges but Calls and transcriptions doesn't show Ticket ID, Call Status, Agent Name etc. 

     

    Thanks, 
    Rosebeth 

    0
  • Martin Holmes
    Zendesk Product Manager

    Hi Rosebeth, 

     

    We will be adding the Call Summary csv file to the list of csv files that can be downloaded from the Usage Charges page before the History page is retired. So you will continue to have access to Ticket ID, Call Status and Agent Name in this csv file. 

     

    Thanks,

    Martin

     

     

    1
  • Phil Montanez

    Hello, 

    I wanted to follow up on the above comment on being able to download the Call Summary CSV file to the Usage Charges page. is that still slated to happen before the page is retired?

    Thanks, 

    Phil 

    1
  • Martin Holmes
    Zendesk Product Manager

    Hi Phil, 

    You can continue to export the Call Summary CSV from the History page for now. We will move that specific CSV over to the Usage Charges page in the next couple of months. We will make make an announcement once it's ready so you can update your reporting process. 

     

    Thanks,

    Martin 

     

     

     

    0
  • Per Granqvist

    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 Advocate

    Hi Per,

    I recommend sharing that product feedback in our Feedback on Talk Community: Talk Product Feedback.

    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!

    Malinda - Customer Advocate

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0

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