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

  • Calls
  • Transcriptions
  • Recordings
  • Text messages
  • Phone numbers

Additionally, the report shows the total amount of credit you used between the dates you chose. The amount might be negative if you pay for usage at the end of the month. Your account balance will be updated after you pay your invoice. The usage charges report updates in near real-time.

This article contains the following topics:

  • Reviewing and understanding your voice usage charges
  • Exporting your voice usage charges

Reviewing and understanding your voice usage charges

You can open and review your voice usage charges report.

You can review your call history information with relevant data, such as associated ticket IDs, call charges, phone numbers involved, and so on. Selecting an individual call charge in the Call history table opens a pop-up window that breaks down each charge contributing to the final call cost. This includes end-user leg charge, agent leg charge, recording leg charge, and transcription leg charge.
Note: There is a monthly charge for your Zendesk phone number, even if you did not make calls or send texts during that month. To stop being charged for a Zendesk phone number you no longer need, delete unused numbers.

To display your voice usage charges

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

  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.

Exporting your voice usage charges

If you want to view your voice usage charges in other applications, you can export them as a comma-separated values (CSV) file to your email, download the CSV file, and then import it into other applications.

To export your voice usage charges

  1. Open your voice usage charges.
  2. Click Export CSV.
  3. Select the data you want to export from the following options:
    • Export detailed charges CSV: Generate an export containing a fully itemized breakdown of all charges for a given period. This includes call leg charges, voicemail transcription charges, call transcription charges, recording charges, phone number charges, and text message charges. You can use this detailed report to reconcile charges with any usage invoices you receive.

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

    • Export calls summary CSV: Generate an export with a high-level summary of all phone call charges for a given period, similar to what can be viewed on the Call history table.

      Because this report only references calls and doesn't include all voice-related charges, it can't be used to reconcile usage invoices.

    • Export monitoring CSV: Generate an export detailing all instances over a given period of time where supervisors or team leads listened in on a call or barged into a call.
    • Export Talk credits CSV: Generate an export detailing any recharge credits that were applied to your account for a given period.

The CSV exports are sent to the email address associated with your account. Depending on the volume of data that needs to be exported, it can take up to two hours to receive the export.

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