A phone conversation is a powerful way to solve a problem—even in the age of email and social media. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Make those conversations happen easily and efficiently with Zendesk Voice.
Learn more about our setup and customization features.
Keep in touch
Having the right tools is the key to keeping phone support running smoothly. Zendesk Voice offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change.
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REAL-TIME DASHBOARDS
Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.
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ROUTING AND IVR
With group routing and Interactive Voice Response, buzzing phone lines won’t get tied up with misrouted calls.
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RECORDING AND MONITORING
Call recordings make it easy to reference previous calls for troubleshooting and QA. Managers can see agent status and activity and adjust agent availability accordingly.
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ADVANCED ANALYTICS
With Insights, track and measure the performance of phone support operations and understand how phone support fits into a multi-channel support strategy.
Learn more about reporting and analytics with Zendesk Voice.
“As Zendesk users, Voice was a no brainer for us. With a few clicks, we immediately had phone support that fits right in with our current workflow for all our support channels.”
Talk is cheap
Lite
Get started with phone support
per month
Limited to one phone number
- Inbound & outbound calls
- Custom greetings
- Automatic ticket creation
- Call recording & voicemail transcription
Basic
Deliver phone support as a team
per month
$14 month to month
Usage sold separately*
- Multiple phone numbers
- Warm transfer
- Group routing
- Business hours
- Agent availability controls
Lite, plus...
FREE TRIAL STARTS HERE
Advanced
Improve phone support performance
per month
$39 month to month
Usage sold separately*
- IVR phone trees
- Agent performance monitoring
- Real-time analytics
- Insights reporting
- Multiple schedules and more...
Basic, plus...
Customers on Zendesk Starter and Essential plans are limited to one phone number. Customers on Essential do not have access to group routing or IVR. Other feature availability depends upon Zendesk plan type. See Zendesk pricing page for more details.
Feature List
Lite Voice |
Basic Voice |
Advanced Voice |
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| Toll free & local phone numbers* | sold separately LIMIT ONE NUMBER |
sold separately | sold separately |
| Inbound & Outbound minutes | sold separately | sold separately | sold separately |
| Voicemail | |||
| Call Management | |||
| Answer in browser | |||
| Forward to phone | |||
| Mute | |||
| Hold | |||
| Warm transfer | |||
| Queue management | |||
| Pre-recorded & customized greetings | |||
| Queue size & wait time | |||
| Business hours | |||
| Schedules (multiple business hours)* | |||
| Agent efficiency | |||
| Inbound Caller ID | |||
| Automatic ticket creation | |||
| Click-to-call from a ticket | |||
| Call wrap-up time limits | |||
| Advanced Routing | |||
| Multibrand* | |||
| Group routing** | |||
| IVR (phone trees)** | |||
| Monitoring & Reporting | |||
| Call recording | |||
| Voicemail transcription | |||
| Call history reports | |||
| Real-time queue dashboards | |||
| Agent activity dashboards | |||
| Agent availability controls | |||
| Custom Insights reporting* | |||
| Enhanced Reliability | |||
| Twilio infrastructure | |||
| Failover |
TRIALING
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How does the Zendesk Voice Trial work?
+-Your Zendesk Voice trial starts on the Advanced Plan. During the trial, you’ll have a free phone number for 30 days and $1 of call credit, which will cover about 60 minutes of calls. No credit card is required, so you can try out Zendesk Voice with no strings attached.
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What happens at the end of my Zendesk Voice trial?
+-If you are a Zendesk customer and would like to continue using Zendesk Voice beyond the free trial, you will need to add Voice to your Zendesk subscription. If you are not yet a Zendesk customer, you will need to purchase a Zendesk plan before continuing to use Zendesk Voice.
PURCHASING
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How much does Zendesk Voice cost?
+-We have three Zendesk Voice plans: Lite (pay only for usage), Basic ($9/agent/month, billed annually) & Advanced Voice ($29/agent/month, billed annually). Phone numbers start at $1/month, depending upon the country. Usage includes minutes and phone numbers. Per minute rates start at $0.016 and vary depending upon country location and whether agents make calls through the browser or an external phone. Learn More
Discount rates are available for minutes purchased in bulk. Contact us for more information. -
Are there any additional contracts or fees?
+-Nope - there are no contracts or additional fees for Zendesk Voice. You pay month-to-month and can start and stop at any time (but note that Zendesk does not offer refunds - see our Terms of Service for full details).
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Do I need to buy a Voice seat for every agent on my Zendesk account?
+-No, you don't need to purchase a Zendesk Voice seat for every agent on your Zendesk account. You may choose which agents on your Zendesk will use Zendesk Voice.
USING
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Can I use an existing phone number?
+-If you have a US, UK or AUS-based number, you may be able to use that number for your Zendesk Voice line (porting may take a couple weeks). Or, forward calls to your new Zendesk Voice number. Learn More
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What countries does Zendesk Voice support?
+-Zendesk Voice supports inbound calls to more than 40 countries, including United States, Austria, Belgium, Canada Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Poland, Portugal, Romania, Spain, Sweden and United Kingdom.
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More questions?
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