Zendesk Talk and Voice
Phone support is the most expensive channel per contact and the one customers reach for when everything else has failed them.
What Talk gives you
Talk is Zendesk built-in voice channel: numbers, routing, IVR, voicemail, recording, and a ticket created automatically for every call, with the recording attached.
The automatic ticket is the important part. A phone call that leaves no ticket is a support interaction with no record, no reporting and no follow-up, which is how phone support ends up invisible in your metrics.
What voice actually costs
Beyond the per-minute charges, the real cost is concurrency. One agent handles one call, while the same agent can juggle several email tickets. Voice capacity is therefore expensive and inflexible, and it has to be staffed to the peak rather than the average.
That is why voice usually makes sense for high-value, high-urgency or contractually-required support, and rarely for high-volume consumer questions.
The duplication phone creates
The pattern is consistent: the customer emails, hears nothing quickly enough, and calls. Now there is an email ticket and a call ticket, with different requesters if they called from a number you do not recognise, and completely different content because one is text and one is a recording.
That is a duplicate almost nothing catches, because the two tickets share no words at all. Requester and time-window matching is what finds these, rather than content similarity.
Frequently asked questions
Does Zendesk Talk create a ticket for every call?+
Yes, with the recording attached, which is the main reason to use it rather than a standalone phone system.
Is Zendesk Talk expensive?+
The per-minute cost is rarely the issue. Concurrency is: one agent per call means staffing to peak.
Email plus phone is one request
When someone emails and then calls, the two tickets share no wording at all. Identity and time matching catches them anyway.
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