Is there a difference between my Voice trial and a subscribed Voice plan?

Question

Are there any things agents won't have access to or be able to do while on a Zendesk Voice (formerly Talk) trial?

Answer

Yes, Voice trials have a few limits, but the functionality is otherwise the same. You can test all Voice features during the trial. See the Zendesk blog post 6 easy steps to trial Zendesk Voice.

These limits apply to your Voice trial:

Outbound calls are limited to local calls, and each call ends after two minutes

You can add only one number to a Voice trial account, and you can't delete it. After you purchase Voice, you can add more numbers.

Each outbound call begins with a message that says it's a trial

If you test Voice as part of a Zendesk Suite trial, the trial ends after 14 days. If you're already a Zendesk customer and start a Voice trial, it ends after 30 days. At that time, choose a Voice plan to keep your number and continue to use Voice.

Short message service (SMS) isn't available for Voice trial accounts or sandbox environments. Because of changes in United States telecom regulations, businesses must register for an Application-to-Person 10-digit long code to send and receive texts. Otherwise, carriers block texts. See What is A2P10DLC? Application-to-Person 10-digit long code registration takes six to seven weeks. Because Zendesk Suite trials last 14 days, SMS isn't available in trials. After you subscribe, full SMS functionality is available.

If you plan to subscribe to Zendesk but don't want to use Voice, remove the number to avoid usage costs. See Why was I charged $1 for Voice usage?

Important: Voice trials serve only test purposes and aren't live channels. Don't go live with your Zendesk Voice number, publish it on your website, or share it with customers until you decide it's the right solution for your team.