This article lists the current and legacy Zendesk Talk plans and includes information on how to view the features available for these plans.
This article contains the following sections:
Current Talk plans
The current Zendesk Talk plans are:
- Team, included in Suite Team and Suite Growth
- Professional, included in Suite Professional
- Enterprise, included in Suite Enterprise and Suite Enterprise Plus
For feature information, see the Zendesk Suite plan comparison page, then refer to the voice section.
The documentation includes the plan availability for each feature at the top of each article.
Legacy Talk plans
In this section, you'll find details about the following legacy Talk plans:
Legacy Talk plans between September 6th, 2017 and February 1st, 2021
Read this section to find out more information about the Legacy Talk plans which were available between September 6th, 2017 and February 1st, 2021.
| Lite plan | Team | Professional | Enterprise | Partner Edition | |
| Zendesk Talk pricing | |||||
| Annual subscription term (per agent per month) | $0 (pay for usage only) | $19 (usage sold separately) | $49 (usage sold separately) | $89 (usage sold separately) | Contact Zendesk |
| Monthly subscription term (per agent per month) | $0 (pay for usage only) | $25 (usage sold separately) | $59 (usage sold separately) | $110 (usage sold separately) | Contact Zendesk |
| Toll free & local phone numbers* | sold separately (LIMIT ONE NUMBER) |
sold separately
|
sold separately
|
sold separately
|
Access to out-of-the-box integrations with 90+ telephony providers and CTI toolkit. Specific features vary by partner. |
| Inbound & Outbound minutes | sold separately | sold separately | sold separately | sold separately | |
| Text messages | not available | sold separately | sold separately | sold separately | |
| Voicemail | Y | Y | Y | Y | |
| Call Management | |||||
| Answer in browser | Y | Y | Y | Y | Specific features vary by partner |
| Forward to phone | Y | Y | Y | Y | |
| Mute | Y | Y | Y | Y | |
| Hold | Y | Y | Y | ||
| Warm transfer | Y | Y | |||
| Conference calling | Y | Y | |||
| Outbound Caller ID | Y | Y | |||
| Call blocking | Y | Y | |||
| Queue Management | |||||
| Pre-recorded & customized greetings | Y | Y | Y | Y | Specific features vary by partner |
| Queue size & wait time | Y | Y | Y | Y | |
| Call Us from Web Widget | Y | Y | Y | ||
| Request a Callback from Web Widget | Y | Y | |||
| Business hours** | Y | Y | |||
| Priority Numbers | Y | Y | |||
| Callback from Queue | Y | Y | |||
| Call offering time limit | Y | ||||
| Extended queue wait time | Y | ||||
| Agent Efficiency | |||||
| Inbound Caller ID | Y | Y | Y | Y | Specific features vary by partner |
| Automatic ticket creation | Y | Y | Y | Y | |
| Click-to-call from a ticket | Y | Y | Y | Y | |
| Call wrap-up time limits | Y | Y | |||
| Text for SMS support | |||||
| Inbound & Outbound SMS | Y | Y | Y | Specific features vary by partner | |
| SMS Notifications* | Y | Y | Y | ||
| Text Message Data Rates | $ | $ | $ | ||
| Triggers for automated text notifications | Y | Y | Y | ||
| Advanced Routing | |||||
| Multibrand*** | Y | Y | Y | Specific features vary by partner | |
| Group routing* | Y | Y | Y | ||
| IVR (phone trees)* | Y | Y | |||
| Overflow and After Hours Routing* | Y | Y | |||
| Monitoring & Reporting | |||||
| Call recording | Y | Y | Y | Y | Specific features vary by partner |
| Voicemail transcription | Y | Y | Y | Y | |
| Call history reports | Y | Y | Y | Y | |
| Call recording permissions | Y | Y | |||
| Agent recording controls | Y | Y | |||
| Real-time queue levels | Y | Y | |||
| Real-time dashboards | Y | Y | |||
| Agent activity dashboards | Y | Y | |||
| Agent availability controls | Y | Y | |||
| Tickets for abandoned calls | Y | Y | |||
| Call Monitoring (Listen and Barge) | Y | Y | |||
| Explore Lite reporting* | Y | Y | |||
| Reliability and Services | |||||
| Twilio infrastructure | Y | Y | Y | Y | Specific features vary by partner |
| Failover | Y | Y | Y | ||
| Call quality notifications | Y | Y | |||
| Failover on demand | Y | ||||
| Telco Provider 99.95% Uptime SLA | Y | ||||
$ Available as an Add-on
$$ Usage includes your phone numbers, minutes, text messages, and optional voicemail transcription
* Customers on Zendesk Support Team and Essential plans are limited to one phone number. Customers on the Zendesk Support Essential plan do not have access to group routing, IVR or triggers for automated text notifications. Other feature availability depends upon Zendesk Support plan type.
** Requires Support Professional and above.
*** Requires Support Enterprise and above.
Legacy Talk plans prior to September 6th, 2017
The following tables shows the legacy Talk plans, available prior to September 6th, 2017, and their corresponding current plans:
If you purchased a plan before September 6th, 2017, you will remain on that plan. However, if you are a Talk Lite customer you can only upgrade to one of the new Zendesk Talk plans.
Only customers who have been using the CTI API since October 26, 2016 or earlier can be grandfathered into the new Partner Edition plan. Anyone who has not been using the CTI API prior to October 26th, 2016, will need to pay for Partner Edition licenses.
| Legacy Talk plan type | Current Talk plan type |
|---|---|
| Lite | None |
| Basic | Team |
| Advanced | None (see below) |
| None | Professional (see below) |
| None | Enterprise |
| Partner Edition | Partner Edition |
Viewing your plan type
You can view your current plan in the billing section of Admin Center.
To view your current plan
- In Admin Center, click
Account in the sidebar, then select Billing > Subscription.
For more information, see Viewing plan subscriptions.