Start the conversation

Talk it through with the customers and provide personalised solutions to complex issues.

Photo: Zendesk Talk Logo

Integrated voice software

Don’t put business on hold

Whether you’re just getting started or managing a global support team, Talk ensures every call gets routed to the right agent with the context they need to deliver personalised support at scale.

Implementation options

Choose the voice experience that best fits your needs

Zendesk customer support blocks

Out of the box

Get up and running quickly—create a new phone number or port an existing number to start managing calls from your browser or mobile device.

Integrate with Partner Edition

Choose your preferred call centre solution by plugging in any of our 90+ telephony providers or building your own integration with our CTI toolkit.

Customise with apps

Extend voice capabilities with additional tools and services, such as advanced call transcription, redaction and quality assurance capabilities.

The basics

Here's the scoop

Zendesk Talk call in admin workspace

Local and free numbers

Choose a free or local number from 75+ countries, or port an existing number.

Text messages

Send and receive text messages using the same phone number as Talk, where available. Inbound texts automatically create tickets for easy issue resolution.

Voice mail

Enable voicemail that can be tracked and followed up later on. Personalise the experience with customer greetings for multiple brands, departments or locations.

Unified conversations

Get full customer context and automatically handle calls, voicemails and texts in the same place where you manage conversations across email, chat and social messaging.

Caller display & history

Surface customer details such as products and order history automatically, for seamless and personal support.

Seamless call handling

Smooth operator

Zendesk Talk incoming call

Forward to phone

Divert calls to an external number, giving agents the flexibility to accept them from mobile phones or landlines.

Warm transfer

Brief new agents on an issue before handing off the call so they can easily pick up the conversation where it left off.

Conference calling

Allow agents to consult a third party and choose to either divert or add them to the ongoing call.

Call blocking

Compile a blocklist of phone numbers so bots, spammers or other unwanted callers are automatically disconnected when they call.

Business hours

Define business hours to let customers know your phone support availability. Calls received outside business hours are sent to voice mail.

Routing and queuing calls

Always on call

Zendesk Talk - IVR tab

IVR systems

Route customers to the right agent or department and provide recorded responses for Frequently Asked Questions with multi-level interactive voice response (IVR) systems.

Round-robin routing

Ensure that calls are always routed to an available agent—and evenly distributed—rather than being lost or sent to voicemail.

Call queues

New calls that exceed your maximum waiting time and queue size are automatically diverted to voicemail instead of waiting too long for an agent.

Callback from queue

Allow customers to request a callback instead of waiting in a queue for a live agent.

Overflow and after hours

Route calls received after business hours or when agents are busy to an alternative phone number—ensuring customers can always connect with a live agent.

Monitoring and reporting

Keep an eye out

Zendesk Explore - Talk activity chart

Real-time dashboards

Adapt to changes in call volume, optimise agent productivity, and improve phone support operations in real time with comprehensive dashboards.

Omnichannel reporting

Understand how voice fits into the bigger picture by tracking and measuring operational performance across channels.

Call recording

Record calls for easy reference, troubleshooting, and QA. Give callers the choice to opt in or opt out of call recordings.

Agent Recording Controls

Allow agents to pause and resume the recording of an active call to protect customer privacy.

Call monitoring and intervening

Give managers the ability to listen or jump in during calls between customers and agents for quality and training purposes.

Call-quality notifications

Monitor network and audio issues in real time to ensure high quality conversations.

Pencils
“Just based on a caller ID, an agent knows exactly who the client is and can pull up what they’re using our site for. Agents can help the client find exactly what they’re looking for without asking, ‘What’s your email address so I can search our admin tool for you?’”

Zach Kulas

Director of Global Support at 99designs