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Zendesk Talk number availability and pricing



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Rob Stack

Zendesk Documentation Team

Edited Jan 20, 2025


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29 comments

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.

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Does Zendesk plan to offer an unlimited talk and text plan in the near future?

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Devan La Spisa

Zendesk Community Manager

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.

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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!

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Carl McDowell

Zendesk Customer Care

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

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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!

v

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Carl McDowell

Zendesk Customer Care

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.

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Hi, 

Do you support BYOC (Bring your own carrier)? 

 

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Brett Bowser

Zendesk Community Manager

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!

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Do you support BYOC (Bring your own carrier)? I am not looking for number porting feature.

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Brett Bowser

Zendesk Community Manager

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!

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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. 

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Neil

Zendesk Customer Care

Hello Michael,

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


Can you provide a single UK number that will do both talk, sms and whatsapp?

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Christine

Zendesk Engineering

Hi Tony,

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.

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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,

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Anne Ronalter

Zendesk Customer Care

Hello Raphaël,

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.
 

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For a customer service platform Zendesk has the worst customer support, I have weeks asking for information.

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iulian Ursu

Zendesk Customer Care

Hi Minelsa,

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.

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Any good news to receive the SMS with these US phone numbers? I'm not in US.

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Christine Diego

Zendesk Customer Care

Hi Joy,
 
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.
 

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Hi Christine,

I understand that. I'm asking whether I can receive the SMS from some service providers like bank or OTP.

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Christine Diego

Zendesk Customer Care

Hi Joy,
 
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.

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@...: 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.

 

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Christine Diego

Zendesk Customer Care

Hi Joy,
 
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. 

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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? 

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Mike DR

Zendesk Customer Care

Hi Arby!

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.

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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

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Francis Casino

Zendesk Customer Care

Hello James!
 
I've created a ticket (12461182) to check on this further. 

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