Talk it out
Connect with customers on a phone support solution built right into Zendesk.
A phone conversation is a powerful way to solve a problem—even in the age of email and social media. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Make those conversations happen easily and efficiently with Zendesk Voice.
Keep in touch
Having the right tools is the key to keeping phone support running smoothly. Zendesk Voice offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.
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.
ROUTING AND IVR
With group routing and Interactive Voice Response, buzzing phone lines won’t get tied up with misrouted calls.
RECORDING AND MONITORING
Call recordings make it easy to reference previous calls for troubleshooting and QA. Managers can see agent status and activity and adjust agent availability accordingly.
With Insights, track and measure the performance of phone support operations and understand how phone support fits into a multi-channel support strategy.
“As Zendesk users, Voice was a no brainer for us. With a few clicks, we immediately had phone support that fits right in with our current workflow for all our support channels.”
Talk is cheap
For getting started with phone support
*Minutes & phone numbers sold separately
- Inbound & outbound calls & voicemail
- Automatic ticket creation
- Customized greetings
- Group routing
- Recording & transcription
- Queue & call activity reports
FREE TRIAL STARTS HERE
For more powerful phone support
$39 month to month
*Minutes & phone numbers sold separately
- Interactive Voice Response (IVR)
- Warm transfer
- Real-time queue & agent monitoring
- Call data in Insights
- Multiple schedules
Everything from Voice, plus:
|Toll free & local phone numbers*||sold separately||sold separately|
|Inbound & Outbound minutes||sold separately||sold separately|
|Answer in browser|
|Forward to phone|
|Mute & hold|
|Pre-recorded & customized greetings|
|Queue size & wait time|
|Schedules (multiple business hours)*|
|Inbound Caller ID|
|Automatic ticket creation|
|Click-to-call from a ticket|
|Call wrap-up time limits|
|IVR (phone trees)*|
|Monitoring & Reporting|
|Call activity & history reports|
|Agent activity reports|
|Customer Insights reporting*|
|Reliability & Security|
*Customers on Zendesk Starter and Essential plans are limited to one phone number. Customers on Essential do not have access to group routing or IVR. Other feature availability depends upon Zendesk plan type. See Zendesk pricing page for more details.
TRYING ZENDESK VOICE
Do I need to use Zendesk to use Voice?+-
Yes, you currently need to have a Zendesk account to use Zendesk Voice.
How does the Zendesk Voice Trial work?+-
Your Zendesk Voice trial starts on the Advanced Plan. During the trial, you’ll have a free phone number for 30 days and $1 of call credit, which will cover about 60 minutes of calls. No credit card is required, so you can try out Zendesk Voice with no strings attached. Get started in minutes.
What happens at the end of my trial?+-
If you are a Zendesk customer and would like to continue using Zendesk Voice beyond the free trial, you will need to add Voice to your Zendesk subscription.
If you are not yet a Zendesk customer, you will need to purchase a Zendesk plan before continuing to use Zendesk Voice. Email [email protected] for more information.
BUYING ZENDESK VOICE
How much does Zendesk Voice cost?+-
We have two Zendesk Voice plans: Voice ($0/agent/month) & Advanced Voice ($29/agent/month, billed annually). Phone numbers start at $1/month, depending upon the country.
Per minute rates start at $0.016 and vary depending upon country location and whether agents make calls through the browser or an external phone. See pricing details
Discount rates are available for minutes purchased in bulk. Contact us for more information.
Are there any contracts or additional fees?+-
Nope - there are no contracts or additional fees for Zendesk Voice. You pay month-to-month and can start and stop at any time (but note that Zendesk does not offer refunds - see our Terms of Service for full details).
Do I need to buy a Voice seat for every agent on my Zendesk account?+-
No, you don't need to purchase a Zendesk Voice seat for every agent on your Zendesk account. You may choose which agents on your Zendesk will use Zendesk Voice.
USING ZENDESK VOICE
Can I use an existing phone number?+-
Yes, for US-based numbers. Porting may take a couple of weeks. For non-US numbers, calls can be forwarded to Zendesk Voice. Learn More
What countries does Zendesk Voice support?+-
Zendesk Voice supports inbound calls to more than 40 countries, including United States, Austria, Belgium, Canada Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Poland, Portugal, Romania, Spain, Sweden and United Kingdom. Learn More