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Lite |
Team |
Professional |
Enterprise |
Partner Edition |
|---|
Zendesk Talk pricing
| Annual Subscription Term (per agent per month) | $0 - pay for usage only | $19 - usage sold separately | $49 - usage sold separately | $89 - usage sold separately | Contact us |
| Monthly Subscription Term (per agent per month) | $0 - pay for usage only | $25 - usage sold separately | $59 - usage sold separately | $110 - usage sold separately | Contact us |
| Toll free & local phone numbers* | sold separately LIMIT ONE NUMBER |
sold separately | sold separately | sold separately | Access to out-of-the-box integrations with 90+ telephony providers and CTI toolkit. Specific features vary by partner. |
| Inbound & Outbound minutes | sold separately | sold separately | sold separately | sold separately | |
| Text messages | not available | sold separately | sold separately | sold separately | |
| Voicemail |
Call management
| Answer in browser | Specific features vary by partner. | ||||
| Forward to phone | |||||
| Mute | |||||
| Hold | |||||
| Warm transfer | |||||
| Conference calling | |||||
| Outbound Caller ID | |||||
| Call blocking |
Queue management
| Pre-recorded & customized greetings | Specific features vary by partner. | ||||
| Queue size & wait time | |||||
| Call Us from Web Widget | |||||
| Request a Callback from Web Widget | |||||
| Business hours** | |||||
| Priority Numbers | |||||
| Callback from Queue | |||||
| Call offering time limit | |||||
| Extended queue wait time |
Agent efficiency
| Inbound Caller ID | Specific features vary by partner. | ||||
| Automatic ticket creation | |||||
| Click-to-call from a ticket | |||||
| Call wrap-up time limits |
Text for SMS support
| Inbound & Outbound SMS | Specific features vary by partner. | ||||
| SMS Notifications* | |||||
| Text Message Data Rates | * | * | * | ||
| Triggers for automated text notifications |
Advanced routing
| Multibrand*** | Specific features vary by partner. | ||||
| Group routing* | |||||
| IVR (phone trees)* | |||||
| Overflow and After Hours Routing* |
Monitoring & reporting
| Call recording | Specific features vary by partner. | ||||
| Voicemail transcription | |||||
| Call history reports | |||||
| Call recording permissions | |||||
| Agent recording controls | |||||
| Real-time queue levels | |||||
| Real-time dashboards | |||||
| Agent activity dashboards | |||||
| Agent availability controls | |||||
| Tickets for abandoned calls | |||||
| Call Monitoring (Listen and Barge) | |||||
| Explore Lite reporting* |
Reliability and services
| Twilio infrastructure | Specific features vary by partner. | ||||
| Failover | |||||
| Call quality notifications | |||||
| Failover on demand | |||||
| Monthly diagnostics | |||||
| Telco Provider 99.95% Uptime SLA |
* Available as an Add-on
$$ Usage includes your phone numbers, minutes, text messages, and optional voicemail transcription
* Customers on Zendesk Support Starter and Essential plans are limited to one phone number. Customers on the Zendesk Support Essential plan do not have access to group routing, IVR or triggers for automated text notifications. Other feature availability depends upon Zendesk Support plan type.
** Requires Support Professional and above.
*** Requires Support Enterprise and above.