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Reviewing your Talk usage charges

Rob Stack
  • Edited
Zendesk Documentation Team

What's my plan?

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 and understanding 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.

  3. Configure Start date and End date to the dates you want to display. You can choose a day range of up to 31 days.

Understanding your charges

In your Talk usage charges report, you can click the History tab to view the Ticket details table, which you can export as a .CSV file, or click the Usage charges tab, to view the Call history table.

In the two tables you can see the duration of the call broken down into the minutes and seconds of Wait time, Hold time, and Wrap up Time. The total duration of the call is displayed under Minutes. However, if the total duration of the call is less than a minute, the duration is rounded to one minute and is displayed under Minutes as 1.
Note: There is a monthly charge for your Talk phone number, even if you did not make calls or send texts during that month. If you no longer want a Talk phone number, you can delete it from the Numbers tab on 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 them as a comma-separated values file which you can then import into the other application.

To export your Talk usage charges

  1. Open your Talk usage charges report.
  2. Click Export CSV.

The report will be sent to the email address associated with your account. This can 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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10 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!

    0
  • 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

    0
  • 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

     

    0
  • 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

    0
  • 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!
     
     
    0
  • 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.

    0
  • 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. 

    0

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