Using Talk
Getting started with Talk
Agent guide for Talk
- ★ Setting your Talk agent state
- Setting up your browser or phone for calls
- Receiving and placing calls in Zendesk Talk
- Receiving incoming calls
- Making outbound calls
- Putting calls on hold or mute
Talk basics
- ★ Zendesk Talk resources
- ★ Zendesk Talk and Zendesk Text number address requirements
- ★ Zendesk Talk and Zendesk Text number FAQs
- ★ Zendesk Talk number availability and pricing
- Understanding how Talk calls become tickets
- About Zendesk Talk plan types
Setting up Talk
- Adding an address in Zendesk Talk
- Determining your Zendesk Talk staffing requirements
- Preparing to use Zendesk Talk
- Enabling Zendesk Talk and configuring general settings
- Adding Zendesk Talk numbers
- Determining which agents can use Zendesk Talk (Talk Team, Professional, and Enterprise)
Managing Talk
- Managing Zendesk Talk numbers
- Managing individual number settings
- Managing recording options in Zendesk Talk
- Zendesk Talk call recording FAQ
- Managing outgoing greetings
- Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)
Reporting for Talk
- Viewing your Zendesk Talk usage and credit history
- Monitoring calls with the Live calls dashboard (Talk Professional and Enterprise)
- Analyzing call activity with the Talk Team dashboard
- Analyzing call activity with the Talk Professional dashboard
- Analyzing call data with Insights (Talk Professional and Enterprise)
- Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)
Setting up and using Text
- ★ Getting started with Text (Talk Team, Professional, and Enterprise)
- Adding and managing Text numbers (Talk Team, Professional, and Enterprise)
- Text usage pricing (Talk Team, Professional, and Enterprise)
- Automating SMS support with Text triggers (Talk Team, Professional, and Enterprise)
- Reviewing Text history
- Using Text notifications with triggers: Recipes and tips