About Zendesk Talk plan types




This article lists the current and legacy Zendesk Talk plans and includes information on
how to view the features available for these plans.
This article contains the following sections:

Current Talk plans
Legacy Talk plans
Viewing your plan type



Current Talk plans

The current Zendesk Talk plans are:


Team, included in Suite Team and Suite Growth

Professional, included in Suite Professional

Enterprise, included in Suite Enterprise and Suite Enterprise Plus

For feature information, see the Zendesk Suite plan comparison page, then refer to the
voice section.
The documentation includes the plan
availability for each feature at the top of each article.



Legacy Talk plans

In this section, you'll find details about the following legacy Talk plans:

Legacy Talk plans between September 6th, 2017 and February 1st, 2021
Legacy Talk plans prior to September 6th, 2017



Legacy Talk plans between September 6th, 2017 and February 1st, 2021

Read this section to find out more information about the Legacy Talk plans which
were available between September 6th, 2017 and February 1st, 2021.













Lite plan
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 Zendesk


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 Zendesk


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
Y
Y
Y
Y


Call Management






Answer in browser
Y
Y
Y
Y
Specific features vary by partner


Forward to phone
Y
Y
Y
Y


Mute
Y
Y
Y
Y


Hold

Y
Y
Y


Warm transfer


Y
Y


Conference calling


Y
Y


Outbound Caller ID


Y
Y


Call blocking


Y
Y


Queue Management






Pre-recorded & customized greetings
Y
Y
Y
Y
Specific features vary by partner


Queue size & wait time
Y
Y
Y
Y


Call Us from Web Widget

Y
Y
Y


Request a Callback from Web Widget


Y
Y


Business hours**


Y
Y


Priority Numbers


Y
Y


Callback from Queue


Y
Y


Call offering time limit



Y


Extended queue wait time



Y


Agent Efficiency






Inbound Caller ID
Y
Y
Y
Y
Specific features vary by partner


Automatic ticket creation
Y
Y
Y
Y


Click-to-call from a ticket
Y
Y
Y
Y


Call wrap-up time limits


Y
Y


Text for SMS
support






Inbound & Outbound SMS

Y
Y
Y
Specific features vary by partner


SMS Notifications*

Y
Y
Y


Text Message Data Rates

$
$
$


Triggers for automated text notifications

Y
Y
Y


Advanced Routing






Multibrand***

Y
Y
Y
Specific features vary by partner


Group routing*

Y
Y
Y


IVR (phone trees)*


Y
Y


Overflow and After Hours Routing*


Y
Y


Monitoring &
Reporting






Call recording
Y
Y
Y
Y
Specific features vary by partner


Voicemail transcription
Y
Y
Y
Y


Call history reports
Y
Y
Y
Y


Call recording permissions


Y
Y


Agent recording controls


Y
Y


Real-time queue levels


Y
Y


Real-time dashboards


Y
Y


Agent activity dashboards


Y
Y


Agent availability controls


Y
Y


Tickets for abandoned calls


Y
Y


Call Monitoring (Listen and Barge)


Y
Y


Explore Lite reporting*


Y
Y


Reliability and
Services






Twilio infrastructure
Y
Y
Y
Y
Specific features vary by partner


Failover

Y
Y
Y


Call quality notifications


Y
Y


Failover on demand



Y


Telco Provider 99.95% Uptime SLA



Y




$ Available as an Add-on
$$ Usage includes your phone numbers, minutes, text messages, and optional
voicemail transcription
* Customers on Zendesk Support Team 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.



Legacy Talk plans prior to September 6th, 2017

The following tables shows the legacy Talk plans, available prior to September
6th, 2017, and their corresponding current plans:
If you purchased a plan before September 6th, 2017, you will remain on that plan.
However, if you are a Talk Lite customer you can only upgrade to one of the new
Zendesk Talk plans.
Only customers who have been using the CTI API since October 26, 2016 or earlier
can be grandfathered into the new Partner Edition plan. Anyone who has not been
using the CTI API prior to October 26th, 2016, will need to pay for Partner
Edition licenses.





Legacy Talk plan type
Current Talk plan type




Lite
None


Basic
Team


Advanced
None (see below)


None
Professional (see below)


None
Enterprise


Partner Edition
Partner Edition







Viewing your plan type

You can view your current plan in the billing section of Admin Center.
To view your current plan

In Admin Center, click
Account in the sidebar, then select Billing > Subscription.

For more information, see Viewing plan subscriptions.


