This article describes how to manage general settings for Zendesk Talk lines.
For details about managing line-specific settings, seeManaging individual line settings.
For details about adding new lines, seeAdding Zendesk Talk lines.
Deleting a line
You can delete an existing line if you don't want to use it anymore.
To delete a line
- InAdmin Center, click
Channelsin the sidebar, then selectTalk and email > Talk. - Select theLinestab.
- Next to the line you want to delete, click the menu icon, then select删除.
- ClickOkto confirm that you want to delete the line.
Recovering a number
Your Zendesk Talk number is removed from your account when your trial expires, your Zendesk Talk subscription is canceled, or your account is suspended or deleted.
Within 72 hours, you can contact our customer service team to reinstate your Talk number if you have resolved the issue with your account.
To recover your Talk number
Adding a failover number (Talk Team, Professional, and Enterprise)
In the event that Zendesk Support is unavailable, the failover feature will route all incoming calls to a pre-designated number so you can help your customers with minimal disruption.
Calls are sent to your failover number when Zendesk detects that your Talk line is unresponsive because Zendesk Support is down. It is an automated process. When the outage is resolved, calls automatically revert back to your Talk line. You can view if Support is experiencing an issue on theZendesk status page.
With the Talk Enterprise plan, if Zendesk Support is available to your end-users but you are unable to access it (for example if you’re experiencing a localized internet outage), you can request to have failover manually initiated by contacting Zendesk. Zendesk will manually initiate failover for you once a month.
The failover number you choose:
- Must not be a Talk number.
- Must be able to handle your support call volume, as all incoming calls are routed to it.
- Is not restricted based on the location of your Talk number.
- Works only for incoming calls; outgoing calls do not have the ability to use the failover number.
To add a failover number
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
- Select theLinestab.
- Next to the number you want to add a failover number for, click the menu icon, then selectEdit.
- Enter the number in theFailover numberfield on theSettingstab.
Note:Failover numbers must be entered in e.164 format. For more information, seeWhat are the accepted phone number formats for Talk?in our Support tech notes. - ClickSave changes.
Setting number priority
You can set certain phone numbers to be priority numbers, meaning calls received at these numbers will be sent to the front of the queue of available agents. For example, you might want to prioritize calls from actively subscribed customers over calls from trial users.
The list of phone numbers is sorted intoPriority numbersandAll other numbers. You can also filter this list to show only priority numbers or other numbers.
- Click the drop-down list next toAll phone numbersat the top of the list.
SelectPriority numbersorAll other numbersto filter the list accordingly.
To set number priority
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
- Select theLinestab.
- Hover over the number you want to edit and select the check box that appears.
- ClickSet number priorityat the top of the list of numbers. Select eitherSet as priority numberorRemove priority, depending on the change you're making.
The list of numbers automatically refreshes with your changes.
10 Comments
Is there a way we can manage the subject line for Talk tickets based on the IVR prompts?
example:
Press 1 Inquiry
Press 2 Sales
Press 3 Support
Ticket Subject line as of now is default as Phone call from: "Customer contact number or their Name"
We would like it to be showing as.
Inquiry Call from
Sales Call from
Support Call from
HI Leo,
I'm afraid there's not a way to automatically do this within Zendesk. Once the ticket is created, you could apply a macro that sets the ticket Subject and use a placeholder to fill in information from the caller (seeCreating macros for tickets,Building macro action statements, andZendesk Support placeholders reference.
If you'd like, please create a post in ourFeedback on Talktopic, using ourtemplateto format your post. That way other users can upvote and add their own uses cases as well. Thanks!
Hello,
Following from Leo's query, we would like to reset our IVR prompting the caller to select from 2 options depending what their query is. So the end goal is the caller calls our number, then goes through IVR and thereafter selects the appropriate option if they want to speak to support or another department. I am unable to find appropriate steps among the articles provided. Was wondering if you could advise please.
Many thanks
Ksenia
The Toll Free number was deleted after 7 days. How can I recover the Talk number?
Is that a purchased number? If the number has beendeleted for more than 72 hours, it is possible that it has been recycled and is no longer available.
Is it possible to "close" a line? We have 2 numbers today with different open hours (we're on the Professional Suite) and we want to prevent incoming calls on one of the line between certain hours of the day. Is there a best practice except multiple schedules which is an Enterprise feature...
恐怕没有办法暂时close a line In Talk.
You can create a specific IVR to redirect your customers to a voicemail and enable it when this line is closed.
However, you would have to enable this IVR manually every day when the line close.
You can find more information on how to set up this IVR in our articleRouting incoming calls with IVR
Thanks for your post!
Is there a way to change the order of the lines? We have several pages and they are ordered in the order in which they were purchased. It would help if we could reorder as alphabetical by nickname for example, but I don't see any option for this. Thanks!
I'm afraid there isn't any way to change the order of those Talk line numbers at this time. As of the moment, the order of the line is configured by when the number was added to your account.
I understand that being able to sort the lines in your preferred order would be very much beneficial for your business operations so I would recommend you to leaveFeedback在我们的社区。我们的团队经常看through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.
Thank you!
Pleasesign into leave a comment.