Use the following FAQs to help you understand more about the availability, pricing, and requirements for Zendesk Talk, and Zendesk Text numbers.
If you're looking for information about Talk Embedded voice and digital lines, see Understanding Talk Embedded voice.
Are there any address requirements to set up a Zendesk Talk or Text number?
To purchase Zendesk Talk, or Zendesk Text numbers in certain countries, you'll first need to verify your business. For a full list of requirements see Zendesk Talk and Zendesk Text number regulatory requirements. For more information about how to verify your business for Talk phone number purchasing see Verifying your business for Zendesk Talk phone number purchasing.
What is the pricing and availability for Zendesk Talk numbers?
If you're on a Zendesk Suite trial, a phone number is included. After the trial, you can purchase more numbers right from Talk. You can find all the information you need about the cost of a Zendesk number, how to port an existing number to Talk, and how to forward your existing number into talk by reading Zendesk Talk number availability and pricing.
How do I understand my Zendesk Talk bill?
Zendesk Talk is billed monthly, and appears separately in your account.
Calls are charged per minute, rounded up to the nearest minute. For information about the base charge for calls and recordings, see Zendesk Talk number availability and pricing.
- The inbound leg: This charge is from the moment the caller hears a greeting, until the moment they hang up, and is usually the largest portion of the call cost.
- The outbound leg: This is the part of the call where Talk connects the caller to an available agent. The cost of this will vary. For example, if the agent answers in a browser, it will be less expensive than if the call is forwarded to the agents phone.
- The conference: This is the part of the call once the agent and caller are connected. There is no charge for the conference, but there is a small charge for the recording of the conference.
Can I use special numbers with Talk?
What is the pricing and availability for Zendesk Text numbers?
Zendesk Text usage pricing includes phone numbers and per-message fees. There is no additional charge for end-users to send text messages to your support number. They only pay any charges specified by their provider.
For details about the availability of phone numbers for Zendesk Text, see Text usage pricing.
Are there any restrictions for using SMS and MMS messages?
Zendesk Talk offers functionality that enables customers to communicate with End-Users over text. This texting occurs over SMS and MMS technology powered by Zendesk’s third party telephony service provider, Twilio. You can't use Text while you're on a trial plan.
Due to phone carrier restrictions on the use of SMS and MMS, Twilio prohibits certain use cases and content on SMS and MMS. A list of the prohibited activities and content can be found here: https://support.twilio.com/hc/en-us/articles/360045004974-Forbidden-message-categories-for-Toll-Free-SMS-and-MMS-in-the-US-and-Canada (“SMS Policy”). Further, use of the texting functionality is subject to Twilio’s general Acceptable Use Policy and Messaging Policy (collectively, the “Twilio Terms”).
Should Twilio report to Zendesk that a Zendesk Talk customer is allegedly violating the restrictions in the SMS Policy or Twilio Terms, Zendesk will reach out to such customers to cease the offending activity. If the customer is unable to cease such activity, Zendesk may have to restrict the offending activity on the account. This may include removing SMS functionality for the account.
Currently, you can't send outbound SMS messages to Russian phone numbers.
If you have any questions, please reach out to your account manager or firstname.lastname@example.org.