Zendesk Talk

Setting up Zendesk Talk

• ★ Zendesk Talk resources
• ★ Talk Advanced resources
• ★ Getting started with Zendesk Talk
• ★ Getting Started with Zendesk Talk: Best practices for phone support
• Standardizing your outbound caller ID
• Allowing customers to request a callback (Talk Advanced)

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Using Zendesk Talk

• Understanding how Talk calls become tickets
• Setting up your browser or phone to take calls
• Optimizing Zendesk Talk quality
• Receiving and placing calls in Zendesk Talk

Managing Zendesk Talk

• Monitoring calls with the Live calls dashboard (Talk Advanced)
• Managing Zendesk Talk numbers
• Managing recording options in Zendesk Talk
• Managing outgoing greetings
• Determining which agents can use Zendesk Talk (Talk Basic and Advanced)
• Routing incoming calls to groups of agents (Talk Basic and Advanced)

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Reporting for Zendesk Talk

• Analyzing call activity with the Talk Basic dashboard
• Analyzing call activity with the Talk Advanced dashboard
• Zendesk Talk dashboard metrics reference (Talk Basic and Advanced)
• Analyzing call data with Insights (Talk Advanced)

Providing SMS support with Text

• ★ Getting started with Text (Talk Basic and Advanced)
• Automating SMS support with Text triggers (Talk Basic and Advanced)
• Adding and managing Text numbers (Talk Basic and Advanced)
• Sending proactive outbound texts: Recipes and tips (Talk Basic and Advanced)
• Text usage pricing (Talk Basic and Advanced)