Zendesk Talk helps you support customers worldwide with affordable phone numbers and per-minute pricing.
A Talk number is activated when you start a Talk or Suite trial and will be retained when you purchase any of the Talk plans. As another option, you can use your existing number and pay to use the service. To cancel your Talk number, see Managing Talk number settings.
This article contains the following topics:
- Talk usage costs
- Inbound calls
- Outbound calls
- Save money with package discounts
- Bring your existing number with you
- Managing existing Talk numbers
- Call transcription charges
- Need more information?
Talk usage costs
Usage costs include phone numbers, minutes, text messages, optional call recording and optional voicemail transcription.
Figuring out your usage costs can get a little tricky, but that's because it's tailored to your needs. Calling French Guiana from your browser? You’ll pay a different rate than someone forwarding calls to a mobile phone in London. To help you, we’ve built handy calculators to make it easy to break down costs, and to find out if a Talk number is available in your country.
Some countries have special requirements you must fulfill in order to purchase a phone number. For more information, see Zendesk Talk and Zendesk Text number regulatory requirements. Before you dive into your usage costs, select the currency that your Zendesk account is billed in:
Inbound calls
Talk supports inbound calls from over 70 countries globally. Agents can accept calls in two ways:
- Receive calls in their web browser for a flat rate globally
- Forward calls to their phone, subject to local rates per country
transcription
1Prices for inbound calls from mobile and international numbers might differ.
2Only English language transcriptions of voicemails are available.
Numbers from Taiwan and Venezuela cannot make outbound calls, they can only receive inbound calls.
In general, Toll-Free numbers are designed to be used for domestic inbound voice calls and outbound calls cannot be supported.
Some numbers have regulatory restrictions. For information, see Zendesk Talk and Zendesk Text number regulatory requirements.
Numbers marked with (Contact Support) require contacting Zendesk Customer Support to purchase.
Outbound calls
Call costs are subject to outbound rates for the country called by the agent. If agents connect outbound calls to their phones, calls are subject to local rates per country. If you record outbound calls then there is an additional fee (see Inbound calls section for Call Recording prices).
Outbound prices from mobile devices might differ from those shown below.
Outbound call rates
Country | Price per minute | Recipient's number begins with |
---|---|---|
United States & Canada | $0.022 | 1 |
United States & Canada - Toll Free | $0.022 | 1800, 1833, 1844, 1855, 1866, 1877, 1888 |
United States - Alaska | $0.116 | 1907 |
United States - Hawaii | $0.022 | 1808 |
Save money with package discounts
Price | Talk Telephony Credits | Savings |
---|---|---|
$1,000 | $1,031 | $31 (3%) |
$2,500 | $2,632 | $132 (5%) |
$5,000 | $5,556 | $556 (10%) |
$20,000 | $23,529 | $3,529 (15%) |
$50,000 | $62,500 | $12,500 (20%) |
Bring your existing number with you
In many countries, we can help you move or "port" your existing phone number to Zendesk Talk. Bear in mind that this process might take a little time, so factor that into your plans. To get started, read Porting numbers into Zendesk Talk.
Alternatively, you can forward calls from your existing support number to Talk. You'll still need to set up a Talk number, then work with your existing phone provider to forward your calls to your Zendesk Talk number instead. Make sure to check with your existing provider about passing the inbound caller ID to your Zendesk Talk number. You'll continue to pay charges to the provider of your forwarded number independently of any Zendesk Talk charges. For more information, see Adding Zendesk Talk numbers.
Managing existing Talk numbers
Because phone numbers are included in usage, any account with an active phone number will receive a monthly charge based on where that number is located.
If you were trialing Zendesk, a number would have already been assigned to you. If you do not want a Talk number and/or want to avoid this charge, you’ll need to remove your phone number, post-trial, to avoid this charge.
To learn more about managing general settings for Zendesk Talk numbers, including deleting a number or recovering a number, see Managing Zendesk Talk numbers.
Call transcription charges
Call transcriptions are charged at USD$0.01 per minute of transcribed audio. Transcription charges are rounded up to the nearest whole minute. Transcription charges are processed together with other Talk usage charges, for example phone number, call, and recordings charges, and deducted from an account's Talk credit balance.
Need more information?
If you've got more questions about Zendesk Talk and Text numbers, address requirements, and billing, see Zendesk Talk and Zendesk Text number FAQs.
For more information about Text numbers and pricing, see Zendesk Text number availability and pricing.
29 comments
Dave Dyson
Hi Chris -
The tools above will allow you to calculate the pricing for inbound and outbound calls - you'll need to calculate each scenario separately. Note that inbound calls to China are not an option at this time.
Pricing is available in USD, GRP, or EURO only.
0
Lolita Vazquez
Does Zendesk plan to offer an unlimited talk and text plan in the near future?
4
Devan La Spisa
Hello @...,
At this time, we have no new pricing announcement to disclose. We are always seeking ways to make our pricing and product packages more versatile to better our customers' needs. If there are pricing models or product changes you would like us to consider, I'd recommend sharing them with us in our Talk Product Feedback forum.
Best regards.
-2
Edwin Schukking
Hi,
We might be interested in the BETA for the German toll-free numbers.
Unfortunately, the country can be chosen from this page but is not available on the signup page. Could you let us know, which one is correct?
Thanks!
0
Carl McDowell
Hi Edwin,
If a number is shown as BETA, this means our voice provider, Twilio is currently testing it. To add these numbers, sign up for the beta program.
There are also regulatory requirements for German Toll free numbers you will need to meet, please see this following article: Zendesk number regulatory requirements
Carl McDowell
Timezone: Melbourne
Technical Support Architect
0
Edwin Schukking
Hi Carl,
Thank you for your response!
As you can see from the screenshot, Germany is available in the BETA according to the article, but it does not seem to be available in the signup form.
Maybe I am missing something in the signup form?
Thanks in advance!
0
Carl McDowell
Hi @...
My Apologies let me follow-up with the Talk Team on why that is missing. I will take your comment into a ticket and work with you there on helping you get a number for your account.
0
Advanced Dental
Hi,
Do you support BYOC (Bring your own carrier)?
2
Brett Bowser
Hey There,
We do offer the ability to port an existing number into Zendesk Talk.
You'll want to take a look at this article for more information: Porting numbers for Zendesk Talk
I hope this helps!
0
Advanced Dental
Do you support BYOC (Bring your own carrier)? I am not looking for number porting feature.
1
Brett Bowser
Hey again,
Apologies for the confusion!
You won't be able to BYOC to Zendesk Talk as we use Twilio for the integration.
Let me know if you have any other questions!
1
Michael J
We already have a phone system setup though Sangoma, and are not looking to move to a new phone system. What we are looking for however is the ability to pause our chat state while a phone call comes in automatically, or pause our phone state if on a chat.
To take advantage of Talk and Chat - and the ability to pause one state while on the other. ie. If you are on a chat you won't get a call, and vise versa. Is it possible to forward calls that come into Talk to your own carrier? The pricing for inbound calls per minute will become overwhelmingly high when you're processing about 65,000 minutes a month.
1
Neil
This does sounds like a great feature to have but at the moment the option to change status on both Talk and Chat can only be done manually.
Agents would have to toggle their status on Chat/Talk depending on what they need.
As for forwarding calls, Talk has an option which will allow the agents to have the call received in Talk forwarded to their preferred number but this still requires them to still be online in Talk.
You can also check on the "Overflow call" feature of Talk which will forward the caller to the number you prefer to use on this feature. The only catch here is this will require you turn off your voicemail option
Hope this helps to answer your concerns.
1
Tony Warding
Can you provide a single UK number that will do both talk, sms and whatsapp?
0
Christine
Here are the available phone numbers for the United Kingdom:
Zendesk Talk and Zendesk Text number regulatory requirements: United Kingdom
Currently, only UK National phone numbers have SMS capability, while Local, Mobile and Toll-free numbers have Voice capability. Unfortunately, you cannot have a single phone number for both SMS and Voice.
To purchase a UK number and depending on the type of number that you wish to purchase, you can submit the required documents (found in the regulatory requirements documentation above) for business verification, here's how: Verifying your business before you purchase a new number.
With regards to WhatsApp, you will need a separate phone number to set up this channel. See WhatsApp Business phone number.
0
Raphaël Péguet - Officers.fr
Benineses numbers are not on the list of accessible number in this webpage but it is in the self service buying part of Zendesk. Can you confirm benineses numbers are available?
Best regards,
0
Anne Ronalter
in this case, we would kindly ask you to open a ticket with Zendesk Support and give the prefix of the number that you would like to purchase.
We can then investigate further if the specific number type that you are looking for is available.
Please also be aware, that not all numbers can be purchased through self-service, should this be the case, the Agent will inform you about it.
0
Minelsa Del Rosario
For a customer service platform Zendesk has the worst customer support, I have weeks asking for information.
0
iulian Ursu
Thank you for your feedback and sorry to hear that you have a poor experience.
I see that you already have a ticket open with us. We are actively working towards finding the root-cause in order to provide you with a solution.
Many thanks for your patience and understanding.
1
JOY
Any good news to receive the SMS with these US phone numbers? I'm not in US.
0
Christine Diego
You can purchase a US number via self service, no information required and no documents that you need to provide for local numbers or toll free numbers in the United States. You can check this link for details.
But please do note that, it is mandatory to register your account for A2P 10DLC, if you need to send outbound SMS to United States telephone numbers. Unregistered accounts will see their outbound messages blocked by telephony carriers. See how to do this in Registering to use A2P 10DLC for text messaging.
0
JOY
Hi Christine,
I understand that. I'm asking whether I can receive the SMS from some service providers like bank or OTP.
0
Christine Diego
It is not secure sending the OTP to a talk number. Avoid setting up a verification code to be sent to your Zendesk number. Since multiple agents would then have access to the security code, this could allow for a security breach. To resolve this issue, set up authentication messages to be sent to an individual agent's phone. You can also check this article for details.
0
JOY
@...: You ignored my info before. I said I'm not in the US and I don't have US phone.
That's the reason I plan to use Text to receive SMS.
0
Christine Diego
You can purchase a US number in Zendesk talk even if you are not in the US, there's no documents or requirement to obtain the number but please do note that it is not recommended for OTP.
0
Arby Pernito
I have a Netherlands and US numbers in ZenDesk Talk, and have set up auto-forwarding to my answering service (US number). How much is Zendesk going to charge me per minute?
0
Mike DR
You can base the charges for fowarding here: Zendesk Talk number availability and pricing and you may also reach out to your Account Executive to further discuss this.
0
James
We already have our own phone numbers registered in our Twilio account.
We'd like to retain the control over these and do not wish to port them over.
As you also use Twilio, can we just set our number up to point to your service in the same way you set up numbers in Twilio? We can configure them just the same...
Thanks
0
Francis Casino
I've created a ticket (12461182) to check on this further.
0