Talk it out

Connect with customers on a call center solution built right into the Zendesk ticketing system

The basics

Local and toll-free numbers

Choose a toll free or local number from over 40 countries or port in an existing number.

Inbound and outbound calling

Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.

Unlimited concurrent calls

Make and receive unlimited concurrent calls to support multiple conversations with one phone number.

Voicemail

Allow customers to leave voicemails that create tickets with optional transcriptions. Create custom triggers and workflows for quick follow-up and resolution.

Customized greetings

Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.

Making and taking calls

Browser-based

Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.

Forward to phone

Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.

Automatic ticket creation

Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.

Warm transfer

Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.

Call control

Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.

Call recording

Record inbound and outbound calls for easy reference, troubleshooting and QA.

Caller ID and history

Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.

Routing and queueing calls

IVR systems

Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.

Group routing

Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.

Round-robin routing

Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.

Call queues

Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.

Business hours

Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.

Callback from queue

Allow customers to request a callback instead of waiting in a queue for a live agent.

Text

Local and toll-free numbers

Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.*

Inbound SMS

Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.

Inbound MMS

Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.*

Outbound SMS

Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.

SMS notifications

Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.

Support workflow

Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.

Views and Reporting

Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.

*Text capable phone numbers are available for a limited number of countries, including the US, the UK, and Canada. Not all phone numbers are both Talk and Text capable. Only US local numbers support MMS at this time. Learn more here.

Monitoring and Reporting

Real-time dashboards

Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.

Advanced analytics

Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.

Call monitoring and barging

Ensure call quality and train agents – managers may listen or "barge" into ongoing calls between customers and agents.

Utilities

Failover

Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.

Twilio infrastructure

Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com. For more information, check out https://www.twilio.com/.

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