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Zendesk Text number availability and pricing



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Rob Stack

Zendesk Documentation Team

Edited Jan 22, 2025


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If we don’t pay by invoice but purchased a year subscription when is costs for SMS & Talk billed? Is it monthly and if so is it to the credit card on file or can it be via invoice?

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Hi Luke! Apologies for the delay in getting back to you.

If you do not pay by invoice but have purchased a year subscription, the cost for your Talk and SMS usage will be deducted monthly from the credit card on file. You also have an option to pre-purchase Talk credits when paying by invoice, if you would like to change your payment method you can contact your account manager or I can open a ticket with them for you if you like.

You can find information on Talk billing in this article from our knowledge base: Zendesk Talk billing FAQ

Best,
Iulia

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if we bring our own number, what's the price for sending outbound SMS messages? 

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Hi Poslany,
 
If you port your number in Zendesk, the price will be the same as the ones displayed in this article.
 
The price for sending outbound SMS varies according to the country where you are sending it.
You can use the "I text customers in" dropdown menu and select the country where you are sending the SMS to display the prices.
 
 

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I’d like to submit a suggestion to offer fixed monthly or annual pricing for talk and texting. I’ve used vonage business voip phone service for years now, and the main reason I don’t switch to Zendesk talk is there is no fixed pricing for domestic (USA only) usage. Please come out with a fixed pricing model for talk in the US!

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Is this pricing the same as if you were using the notify user/group trigger?

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Christine

Zendesk Engineering

Hi Cameron,

SMS notifications are sent via Trigger, and yes the pricing applies when you use the trigger. SMS pricing is based on the phone number the text message is originating and/or being sent to, and if the SMS is an inbound or outbound texts.

For general information about triggers and Text, see Automating SMS support with Text triggers. Hope this helps!

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I have a question, If I make phone calls from my computer to I have to pay for that ?

 

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Gabriel Manlapig

Zendesk Customer Care

Hi Enrique,
 
There are call costs for inbound and outbound which is charge per minute even you make the phone calls from your computer. Here is a helpful article where you can check the Talk usage costs.
 
Zendesk Talk number availability and pricing.
 
I hope this answer your question. Thank you!
 

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Zendesk Talk is not HIPAA-compliant, which we need. Can you please recommend alternative SMS platforms (excluding Dialpad) that are HIPAA-compliant and integrate with Zendesk to allow for SMS to be answered via ticket or widget? TIA! 

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