Zendesk Talk

Setting up Zendesk Talk

• ★ Zendesk Talk resources
• ★ Talk Professional and Enterprise resources
• ★ Getting started with Zendesk Talk
• ★ Getting Started with Zendesk Talk: Best practices for phone support
• About Zendesk Talk plan types
• About the Talk Usage SLA

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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 Professional and Enterprise)
• Managing Zendesk Talk numbers
• Managing recording options in Zendesk Talk
• Managing outgoing greetings
• Determining which agents can use Zendesk Talk (Talk Team, Professional, and Enterprise)
• Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)

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Reporting for Zendesk Talk

• About the Talk Enterprise Monthly Diagnostics Check
• Analyzing call activity with the Talk Team dashboard
• Analyzing call activity with the Talk Professional dashboard
• Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)
• Analyzing call data with Insights (Talk Professional and Enterprise)

Providing SMS support with Text

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