How to enable Zendesk Talk

Zendesk Talk: Integrated Voice Software for Direct Customer Communication

Zendesk Talk is cloud-based call centre software that is integrated directly into Zendesk Support. It enables support teams to provide phone support from the same platform that is used to manage other support channels. With Zendesk Talk, phone conversations are a powerful way to solve complex issues, leading to faster resolution times. It ensures customers can always get in touch, even without a computer or smart device.

Why Use Zendesk Talk?

• Faster Resolution Times: Voice communication is a powerful way to resolve complex issues quickly.
• Accessibility: Ensures customers can get in touch, even without a computer or smart device.
• Personalised Support: Allows agents to provide more personalised support to customers. Agents can quickly review previous correspondence and add relevant notes.
• Integrated System: Voice works in sync with other Zendesk channels, so agents see the complete customer journey.
• Customer Preference: Many customers still prefer to talk to an individual.
• Increased Satisfaction and Efficiency: Providing the option to speak to someone directly, along with faster resolution times and personalised support, increases satisfaction and efficiency.
• Automatic Ticket Creation: Talk automatically creates a ticket for calls in most situations, ensuring no query is missed.

Benefits of Zendesk Talk

• Integrated Voice Software: Allows agents to speak directly to customers along with managing other channels in Zendesk.
• Faster Resolution: Using voice can lead to faster resolution times for complex issues.
• Personalised Support: Agents can provide more personalised support, quickly reviewing past interactions and adding relevant notes.
• Synchronised with Other Channels: Voice integrates with other Zendesk channels for a complete view of the customer's journey.
• Increased Customer Satisfaction: Offering a direct line increases satisfaction and efficiency.
• Automatic Ticket Creation: Zendesk Talk automatically creates a new ticket for calls in several situations:
  • When an incoming call is accepted
  • When an outbound call is answered
  • When a caller leaves a voicemail
  • When a call is abandoned in the queue

How to Set Up Zendesk Talk

1. Check Number Availability and Regulations:
   • Check if Talk phone numbers are available in your country using the calculator in Zendesk Talk number availability and pricing.
   • If numbers aren't available, you might be able to port an existing number.
   • Be aware of regulations in many countries requiring documentation to verify your business before a phone number can be issued.
   • To check address requirements, see Zendesk Talk and Zendesk Text number address requirements.
2. Set Up a New Talk Number:
   • Choose a number from the Channels > Talk page in Admin Center.
   • If you've started a trial of Zendesk Suite, you might already have a number assigned. You can always select a local or toll free number in suppported countries.
   • Choose a country, number type, and number from the list.
3. Port an Existing Number (Optional):
   • If you have an existing support number, you might be able to port it to Twilio, Zendesk's phone service provider.
   • Many numbers can be ported. You can create a Zendesk support ticket to check availability.
   • Porting from countries is on a case-by-case basis and not guaranteed.
   • Porting can take up to a few weeks, so plan accordingly.
   • See Porting numbers for Zendesk Talk for full details.
4. Forward an Existing Number (Optional):
   • Forward calls from an existing support number to your Talk phone number.
   • Work with your existing phone service provider to set this up.
   • See Forwarding incoming calls from an existing number to Talk for more information.
5. Understand Talk Costs:
   • A Talk number has a fixed monthly cost that varies depending on the country and number type (local, mobile, or toll-free).
   • Total monthly costs include the Talk plan, number cost, and usage costs.
   • Usage costs include inbound and outbound calls, voicemail recording, and voicemail transcription.
   • Check the calculator in Zendesk Talk number availability and pricing provides usage costs.
   • If paying monthly via invoice, you can get bulk credit purchase package discounts.
   • For more, see Zendesk Talk billing FAQ.
6. Set Up Your Network and Hardware:
   • Ensure your network and hardware are ready for Talk.
   • Visit https://networktest.twilio.com to check your network bandwidth.
   • Each Talk call needs at least 50kBits/sec network bandwidth.
   • Adjust network equipment and firewalls to allow Talk to work by ensuring the right TCP and UDP ports are open.
   • Use a WebRTC-compatible web browser.
   • Analog headsets generally provide the best call quality, but USB and Bluetooth headsets are also good options.
7. Enable Talk and Configure General Settings:
   • Once your number is set up, enable Talk and start making and receiving calls.
   • Configure Talk to your specific needs.
   • See Enabling Zendesk Talk and configuring general settings to get started.
8. Next Steps:
   • Start placing and receiving calls with Talk.
   • Consider Best practices for Zendesk Talk if you're new to running a call centre.
   • See Zendesk Talk resources for details about all the things you can do with Talk.