Talk it out

Connect with customers on a call centre solution built right into the Zendesk ticketing system
Image: Zendesk Talk Product Logo

The basics


Choose a toll-free or local number from over 40 countries or port in an existing number.

Inbound and outbound calling

Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.


Make and receive unlimited concurrent calls to support multiple conversations with one phone number.

Voice mail

Allow customers to leave voice mails that create tickets with optional transcriptions. Create customised triggers and workflows for quick follow-up and resolution.

Customised greetings

Offer branded or localised experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voice mail greetings, available agents, wait, hold and IVR messages.

Making and taking calls


Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.

Forward to phone

Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.

Automatic ticket creation

Zendesk automatically turns calls and voice mails into tickets for easy record-keeping and issue resolution.

Warm transfer

Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.


Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.

Call recording

Record inbound and outbound calls for easy reference, troubleshooting and QA.


Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.

Routing and queueing calls


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

Group routing

Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.


Ensure that calls are always routed to an available agent rather than being lost or sent to voice mail, and are evenly distributed among support team members.


Set a maximum waiting time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voice mail.

Business hours

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

Callback from queue

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

Overflow and after-hours routing

Route calls received when agents are busy or after hours to an alternative phone number, ensuring callers always connect with a live agent.



Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.*

Inbound SMS

Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.

Inbound MMS

Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.*

Outbound SMS

Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.

SMS notifications

Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.

Support workflow

Apply time-saving tools like macros, triggers and other business automations — so you can scale up your text support easily.

Views and Reporting

Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.

Learn more about Text

*Text capable phone numbers are available for a limited number of countries, including the USA, the UK and Canada. Not all phone numbers are both Talk and Text capable. Only US local numbers support MMS at present. Learn more here.

Monitoring and Reporting

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.


Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.

Call monitoring and intervening

Ensure call quality and train agents – managers may listen or "barge" into (intervene in) active calls between customers and agents.

Reliability and Services


Failover automatically forwards incoming calls to an alternative number in the unlikely event of a Zendesk outage, ensuring important calls always come through.

Global Low Latency

Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.

Talk Usage 99.95% SLA

We back our 99.95% usage SLA with service credits, and help teams troubleshoot and prevent outages with monthly diagnostics.*

Twilio infrastructure

Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and For more information, check out

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