Zendesk Talk
By Zendesk Talk
What is Zendesk Talk?
Zendesk Talk is a cloud-based call center and voice support solution built into the broader Zendesk ecosystem, designed to help businesses manage phone support directly from the same interface they use for email, live chat, social messaging, and ticketing. Instead of relying on separate phone systems or hardware, it uses VoIP technology to allow agents to make and receive calls within their browser, automatically converting each conversation into a support ticket with full customer context, call recordings, and notes. This seamless integration ensures that every voice interaction is tracked alongside other customer communications, giving agents a complete view of the customer journey, improving response times, enabling smarter routing and automation, and helping teams deliver consistent, efficient, and personalized support from one centralized system.Why Choose Zendesk Talk?
Omnichannel Integration – Combines phone support with email, chat, SMS, and social messages in one platform.
Built-In Ticketing – Calls automatically become tickets, so nothing gets lost and agents have full context.
Smart Call Routing – Routes calls to the right agent or team based on rules (skill, language, availability).
Cloud-Hosted Flexibility – No hardware needed; agents can take calls from anywhere with internet.
Benefits of Zendesk Talk
Better Customer Experience – Faster responses, callbacks, and consistent support across channels.
Higher Agent Productivity – Shared interface and automated ticket creation reduce repetitive tasks.
Actionable Insights – Real-time dashboards and reports help managers improve service performance.
Lower Support Costs – Intelligent routing and automation reduce workload and staffing pressure.
How to Use Zendesk Talk
Set Up & Activate – Enable Talk in your Zendesk plan and choose a phone number.
Configure Call Flows – Build IVR menus and rules for routing and greetings.
Assign Agents & Groups – Add support agents to call queues and define responsibilities.
Monitor & Optimize – Track metrics and adjust workflows or staffing for performance.
Features of Zendesk Talk
VoIP Calling & Call Logs – Make/receive calls inside Zendesk and record full conversation history.
Interactive Voice Response (IVR) – Automated menus help direct callers to the right team.
SMS Support – Send and receive text messages on the same support number.
Call Recording & Callbacks – Record calls for quality and offer customers callback instead of waiting on hold.
- ✓ Outbound Call Center
- ✓ Inbound Call Center
- ✓ Concurrency Support
- ✓ Queue Management (Calls)
- ✓ IVR Support
- ✓ Auto Call Recording
- ✓ Call Monitoring
- ✓ Live Chat
- ✓ Progressive Dialer
- ✓ Predictive Dialer
- Limit of 1 phone number
- Automatic ticket creation
- Call recording & voicemail transcription
- Limit of 1 phone number
- Automatic ticket creation
- Call recording & voicemail transcription
- Embedded softphone
- Caller ID & history
- Tickets with call data and agent assignment
- Embedded softphone
- Caller ID & history
- Tickets with call data and agent assignment
- Includes features of Lite plan
- plus
- Multiple phone numbers
- Warm transfer
- Text messaging
- Call us from Web Widget
- Includes features of Lite plan
- plus
- Multiple phone numbers
- Warm transfer
- Text messaging
- Call us from Web Widget
- Includes features of Team plan
- plus
- Business hours
- IVR phone trees
- Call monitoring & barging
- Call blocking
- Conference calling
- Call recording permissions
- Agent recording controls
- Request callback controls
- Reports & real-time dashboards
- Includes features of Team plan
- plus
- Business hours
- IVR phone trees
- Call monitoring & barging
- Call blocking
- Conference calling
- Call recording permissions
- Agent recording controls
- Request callback controls
- Reports & real-time dashboards
- Includes features of Professional plan
- plus
- Monthly diagnostics
- Talk Usage 99.95% SLA
- Failover on demand
- Call offering time limit
- Extended queue wait time
- Includes features of Professional plan
- plus
- Monthly diagnostics
- Talk Usage 99.95% SLA
- Failover on demand
- Call offering time limit
- Extended queue wait time
- Industry-leading ticketing system
- Messaging across web
- mobile and social
- voice
- and live chat support
- Help center - SINGLE
- AI-powered automated answers - UP TO 50
- Reporting and analytics - PREBUILT
- Data and file storage - STANDARD
- 1000+ apps and integrations PREBUILT
- Robust APIs - STANDARD RATE LIMIT
- Industry-leading ticketing system
- Messaging across web
- mobile and social
- Email Voice SMS and live chat support
- Help Center - Multiple
- AI-powered automated answers - UP TO 100
- Reporting and analytics - PREBUILT
- Data and File Storage - Intermediate
- 1000+ apps and integrations - PREBUILT & CUSTOM
- Robust APIs - ADVANCED RATE LIMIT
- Industry-leading ticketing system
- Messaging across web
- mobile and social
- voice
- SMS
- and live chat support
- Help center - MULTIPLE
- Reporting and analytics - PREBUILT/CUSTOM
- Data and File Storage - Intermediate
- 1000+ apps and integrations - PREBUILT & CUSTOM
- Robust Apis - Advanced Rate Limit
- AI-powered automated answers - UP TO 500
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Zendesk Talk offers 8 pricing plan(s):
- Lite — USD0.00
- Partner Edition — USD9.00 Annual subscription term (per agent per month)
- Team — USD19.00 Annual subscription term (per agent per month)
- Professional — USD49.00 Annual subscription term (per agent per month)
- Enterprise — USD89.00 Annual subscription term (per agent per month)
- Suite Team — USD49.00 per agent/month billed annually
- Suite Growth — USD79.00 per agent/month billed annually
- Suite Professional — USD99.00 per agent/month billed annually
Zendesk Talk is a Call Center Software solution. Top features include:
- Outbound Call Center
- Inbound Call Center
- Concurrency Support
- Queue Management (Calls)
- IVR Support
Yes, Zendesk Talk offers a 0-day free trial.
Zendesk Talk provides Phone,Email,Online (Ticket),Business Hours support.
Zendesk Talk is Cloud Hosted software.
Zendesk Talk provides Help Guides,Video Guides,Blogs for training.
