CloudTalk for Support vs HelloSend

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing/ SMS, WhatsApp & Calling – Seamlessly Inside Zendesk HelloSend is a unified customer communication platform built for modern teams. We help businesses streamline conversations across SMS, WhatsApp, and voice — all from one place. Trusted by growing teams worldwide, HelloSend simplifies messaging with powerful automation and deep CRM integrations. With the HelloSend app for Zendesk, your support, sales, and service teams can manage real-time conversations directly from tickets — without switching tools. Send & receive SMS and WhatsApp messages from Zendesk tickets Supports both Meta WhatsApp Business and Mobile WhatsApp (QR-based) Make and receive voice calls with automatic ticket logging and call recording Unified Shared Inbox for real-time collaboration across your team Role-Based Access Control (RBAC) to manage access by user role View complete conversation history for better ticket context Easy setup with Twilio or RingCentral — no developer required ISO 27001 & SOC 2 certified for enterprise-grade security and compliance We make it easy to centralize all customer conversations inside Zendesk, automate follow-ups, and give every team member the full context they need — across SMS, WhatsApp, and voice. Start your free trial and bring SMS, WhatsApp, and calling into Zendesk — the smart way to connect with your customers. Data Disclosure HelloSend only processes customer data necessary to provide messaging and communication services inside Zendesk. All message content, call records, and metadata are securely transmitted and stored using enterprise-grade encryption. Data is never shared with unauthorized third parties and is handled in compliance with ISO 27001 and SOC 2 standards to ensure it is not misused or exposed to unauthorized access.

CloudTalk for Support This extension is available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition. Learn more here. Why Choose CloudTalk + Zendesk? Connect with customers effortlessly. CloudTalk’s integration with Zendesk helps support teams deliver more personal calls. With 160+ international numbers and 70+ advanced features—including call flow designer, workflow automation, and real-time data sync—your teams stay focused on customers, not admin tasks. Every inbound call, outbound call, missed call, voicemail, and SMS is automatically logged as a structured Zendesk ticket — with call direction, duration, agent name, recording link, and AI-generated insights included. No manual entry. No missed interactions. Click-to-Call from Any Ticket or Contact With the CloudTalk CTI installed, agents call customers in one click from any Zendesk ticket or contact profile. When an inbound call arrives, the CTI automatically opens the matching Zendesk contact and their most recent ticket history — so agents know who's calling before they pick up. AI Insights in Every Zendesk Ticket When Conversation Intelligence is enabled, CloudTalk automatically transcribes calls, analyzes sentiment, provides a call summary and detects key topics so you can review conversations faster and coach your team effectively. CloudTalk automatically exports AI insights directly into your Zendesk tickets after each call. Your agents have full context before responding. Your support managers see trends across tickets without opening a separate tool. How CoachHub increased productivity using CloudTalk and Zendesk SMS in Zendesk Send and receive SMS directly in Zendesk. Every inbound and outbound SMS is automatically created as a Zendesk ticket with full message content, direction, agent name, and number logged. VoiceAgent Calls Take automation further with CloudTalk AI Voice Agents. These AI agents can answer routine inquiries, pre-qualify callers, collect information, or send follow-ups—so your team can focus on complex cases. When needed, AI Voice Agents seamlessly escalate calls to your human agents. AI Voice Agent calls are automatically logged as Zendesk tickets. You can define what structured data the VoiceAgent should extract during the conversation — and that information is written to the ticket alongside standard call data. How Circle Gym Got 150% More Bookings with AI Voice Agents Save Time with Analytics and Automation Workflow Automation Use triggers to automate ticket creation, update statuses, and streamline post-call workflows. All activities sync in real time between CloudTalk and Zendesk. Advanced Analytics Track metrics like average wait times, abandoned call rates, and team performance to optimize operations and deliver a better customer experience. Custom Field Mapping for Zendesk Explore CloudTalk call data can now be mapped directly to Zendesk ticket fields, making it possible to report on calls inside Zendesk Explore. Call details like agent, duration, direction, and recordings are written into ticket fields you choose — so you can build reports in Zendesk Explore and act on call and ticket insights in one place. Call Flow Designer Set up intelligent call flows, routing rules, and IVR menus tailored to your business needs—all inside CloudTalk. Ready to get started? Set up the CloudTalk + Zendesk integration in just a few clicks — no technical expertise required. 👉 Schedule a demo with our team Data Disclosure CloudTalk for Zendesk Support exchanges contact details, ticket metadata and tags, SMS messages, and call recordings, transcriptions, and notes with your Zendesk account. This data is used to sync communications, auto-log calls and messages as tickets, and keep contact records current between platforms. See our Privacy Notice for full details. Check out the video below for a quick tutorial: