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.
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
- In Zendesk Support, click the Admin icon in the sidebar (
) , then select Channels > Talk.
- On the Talk settings page, click the Usage charges tab.
Talk displays the usage charges report.
- Configure Start date and End date to the dates you want to display. You can choose up to a 31 day range.
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 (CSV) 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.
The report will be sent to the email address associated with your account. This might take up to two hours.
- 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.
6 Comments
Hi,
we are on Talk Enterprise Plan and I cannot see the new tab "Usage Charges".
Is this already rolled out on all pods?
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
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
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
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
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
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