Zendesk Talk resources for voice


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All Suites
Team, Growth, Professional, Enterprise, or Enterprise Plus


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Talk Team, Professional, or Enterprise


This article contains resources for setting up and using Zendesk Talk, including documentation, videos, and community tips.

Tip: If you want to learn more about communicating with your customers by phone and text message, check out the Zendesk Talk for Agents training course.

Documentation

Getting started

Welcome to Talk
Getting started with Zendesk Talk for voice
Understanding how Talk calls become tickets
Evaluating your Zendesk Talk trial account
Understanding Talk Partner Edition
Testing your voice support setup

Setup and overview

Zendesk Talk number availability and pricing
Zendesk Talk and Zendesk Text number FAQs
Choosing the right Talk line type
Verifying your business for Zendesk Talk phone number purchasing
Zendesk Talk and Zendesk Text number regulatory requirements
Configuring Talk settings
Determining your Zendesk Talk staffing requirements
Preparing to use Zendesk Talk
Activating Talk and configuring general settings
Adding Zendesk Talk lines
Giving agents access to Talk
Configuring voicemail options
Standardizing your outbound caller ID
Enabling callback
Configuring Zendesk Talk settings for the Web Widget
Setting up Talk numbers for multiple brands
Porting numbers for Zendesk Talk
Best practices for call recording
Talk network requirements
Understanding Talk Embedded voice
Adding a Talk digital line
Adding a Talk SIP-IN line
Connecting an external AI agent using a SIP-IN line
Adding a call button to your mobile app
Emergency calling in Talk
Using the Voice API powered by Zendesk Messaging


Agent guide for Talk

Setting up your browser or phone for calls
Receiving and placing calls with Zendesk Talk
Receiving incoming calls
Making outbound calls
Returning callback requests
Putting calls on hold or mute
Transferring calls
Ending calls
Setting your Talk agent state
Adding a third-party to a conference call
Pausing and resuming call recordings with agent recording controls


Managing Talk

Managing Talk number settings
Managing call recording options in Talk
Managing outgoing greetings
Routing incoming calls to groups of agents
Managing overflow calls and after-hours routing
Routing incoming calls with IVR
Routing calls based on business hours
Blocking unwanted callers
Understanding call recording permissions (opt-in and opt-out)
Understanding how Talk handles unknown callers

Reporting

Reviewing Talk usage charges
Monitoring calls with the Live calls dashboard
Analyzing call activity with the Talk Team dashboard
Analyzing call activity with the Talk Professional dashboard
Analyzing your Talk activity
Zendesk Talk dashboard metrics reference
Reporting on calls with Explore
Reporting on Talk network and audio quality

Best practices

Best practices for Zendesk Talk
Best practices to plan for Talk
Best practices for rolling out Talk
Best practices for monitoring and maintaining Talk
Best practices for Talk from the Zendesk customer service team
Talk recipe: Scheduling callbacks using third-party tools

Zendesk Text

Getting started with Text
Zendesk Text number availability and pricing
Adding and managing Text numbers
Text usage pricing
Automating SMS support with Text triggers
Reviewing Text history
Using Text notifications with triggers: Recipes and tips
Registering to use A2P 10 DLC for text messaging
Country-specific requirements for text messaging

Reference

Understanding the Talk Usage SLA
Zendesk Talk billing FAQ
Zendesk Talk call recording FAQ
About Zendesk Talk plan types
Talk developer resources
Privacy and data protection law resources for Talk
Configuring quality of service (QoS) settings for Talk on Windows domains



Support tips and community

Zendesk Talk: Tips from Zendesk Support
Zendesk Talk Troubleshooting Tips
Talk network requirements
Porting numbers for Zendesk Talk

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