This article covers the following topics related to Talk billing:
Purchasing phone numbers and minutes
How are phone numbers priced?
The price of a phone number depends upon the country from where it was purchased. For example local numbers from US and Canada will incur a monthly cost of $1, while toll-free will cost $2. For a full list of prices by country, see Zendesk phone number availability and pricing.
If you were trialing Zendesk, a number would have already been assigned to you. If you do not want a phone number and/or want to avoid this charge, you’ll need to remove your phone number once the trial period is complete.
To learn more about managing general settings for Zendesk phone numbers, including deleting or recovering a number, see Managing Zendesk phone numbers.
How are minutes priced?
Minutes vary based on the call type (inbound, outbound, voicemail), region, and if the call was answered in browser or forwarded to a phone. You can review an individual call cost breakdown of usage charges.
If you purchase minutes in bulk, you might be eligible for a discount. See Zendesk phone number availability and pricing.
There is no monthly charge for a digital line. You are only charged when you use it. To find out more about the cost of phone lines, see Zendesk phone number availability and pricing.
For more information about your bill, see Reviewing usage charges.
How can I pay for minutes?
- Pay-as-you-go: If you use a credit card to pay for Zendesk, you pay for any usage fees, including minutes, phone numbers, and voicemail transcription fees as part of your monthly bill at the end of the cycle.
- Pre-purchased in bulk: If you pay for Zendesk via invoice, you must pre-purchase usage credit ahead of time. These credits expire after a year. You can track your available credit in the Usage charges tab. Your account will be automatically recharged and an invoice will be generated when credit availability is less than 10% of the recharge amount or $5, whichever is greater. Minutes will be applied to your account when the invoice is issued, not paid, so you don’t have to worry about running out of credit. For more information about your bill, see Reviewing Talk usage charges.
What are the charges for call transcription?
Using Generative AI saves agents time and improves their productivity by automatically generating call transcriptions on tickets after each call ends. This frees agents from having to manually write call notes during and after a call.
Call transcription is available with the Copilot add-on. There is a call transcription fee of $0.01 (USD) per minute when the feature is in use. For more information, see Zendesk call transcription and summarization FAQ.
Do I get a refund if the phone service goes down?
If you're using the Enterprise plan, it includes a 99.95% usage service level agreement (SLA). If a service interruption occurs, you'll receive a credit to your account. For more information, see Understanding the Talk Usage SLA (Enterprise).
How are monthly number charges billed?
If you have remaining voice credits at the end of the billing period, the monthly number fee will be deducted from your credit. If you have not purchased any credit in advance, a separate invoice will be generated, and you will be billed each time.
Adding Talk agent seats
Do I need to purchase a Zendesk Talk/Text seat for every agent on my Suite or Support plan?
No. You do not need to have the same number of agent seats for voice or text. However, every agent that takes inbound or makes outbound calls needs an agent seat. See Giving agents access to Talk.
Do my Talk/Text agent seats also apply to Talk Partner Edition?
No. You will need to purchase separate seats for agents handling calls in Zendesk Talk or Text, and agents handling calls through your Talk Partner Edition integration.
Does Zendesk Talk offer concurrent (pooled) agent licensing?
No. Zendesk Talk is only available with named agent licensing, meaning the agent seats you purchase will be given to designated agents. Concurrent agent licensing would create difficulties for reporting on individual agent performance.
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