To use Talk, you'll need to buy a phone number from us. You can purchase this number from directly within Talk. If you already have a support telephone number, and want to keep using it, you can forward calls from your support number to the Zendesk Talk number.
If you're looking for information about adding digital lines, seeAdding a Talk digital line。
- Adding a new line
- Adding an external number for outbound calls
- Forwarding incoming calls from an existing number to Talk
- Adding a local business address
Adding a new line
For a detailed list of numbers you can purchase, seeZendesk Talk number availability and pricing。一些国家有具体的监管从需求ents and you may be required to verify your business before you can purchase a number. For a full list of requirements seeZendesk Talk and Zendesk Text number regulatory requirements。For more information about how to verify your business for Talk phone number purchasing seeVerifying your business for Zendesk Talk phone number purchasing。
If you have an existing telephone number that you use for support calls, you can forward these calls to your Talk number. If you have a US-based number, you can port the number to Twilio to use as your Talk number. For details, seePorting numbers into Zendesk Talk.
To add a new line
- InAdmin Center, click
Channelsin the sidebar, then selectTalk and email > Talk。 - Click theLinestab.
- ClickAdd line > Purchase a new number.
- Choose a country, and select the number type for example, local or toll free. A list of available numbers is displayed. You can also search for phone numbers or vanity numbers containing specific sequences of letters or numbers.
Talk displays one or more of the following icons next to each number to show whether the number is voice, text, or MMS compatible.
- Select a phone number and then clickNext。The phone number is free during a trial of Talk, but you cannot change it until you add Talk to your accounts subscription.
- Review the number you selected and monthly deduction amount, then clickNext。
- If the number requires an approved business verification, you will now be asked to associate the approved business verification with the number and to also confirm your business address. Once you have selected the correct business verification and address, you can clickNext.
Note:If you don't have an approved business verification for the country and number type, you won't be able to continue purchasing a number. For more information about how to verify your business when purchasing a Talk phone number purchasing seeVerifying your business for Zendesk Talk phone number purchasing。
- Some countries might not require you to have an approved business verification but you might be required to enter a business address. Enter your business address, then clickNext。
- ClickFinish。You can now start making and receiving calls with your chosen number.
Adding an external number for outbound calls
External numbers for outbound calls is a feature only available on the Talk Professional and Enterprise plans. To add an external number, you must have international calling enabled. To enable international calling,contact customer support。New external numbers are associated with your default brand at the time the number is added.
When agents place outbound calls, the Talk number selected in the call console appears as the caller ID. If you have an outside number that you'd like to appear for caller ID instead, you can add it as an external number. This does not route incoming calls to the external number into Talk. It only allows you to place outbound calls using the external number.
For details on configuring using an external number for your outbound caller ID, seeStandardizing your outbound caller ID。
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk。
- Click theLinestab.
- ClickAdd line>Add an external number。
- Enter the external number in the window that appears and clickCallto receive a verification code.
- Enter the verification code from the screen on your phone to verify the external number.
The external number now appears in your list of phone lines.
Forwarding incoming calls from an existing number to Talk
If you want to keep using an existing telephone number for support, you can forward the calls to a Talk number. If you have a US-based number with another carrier, you also have the option of porting the number to Twilio (our voice service provider) to use as your Talk number.
To forward calls
- Set up a Talk number as described in the section above.
- Ask your telephone service provider to forward calls to the Talk number.
Make sure to check with your existing provider about passing the inbound caller ID to your Talk number.
To port an existing number to Talk
Zendesk let's you move or "port" your existing phone number to Zendesk Talk for many countries. Bear in mind that this process might take some time, so factor that into your plans. To get started, seePorting numbers into Zendesk Talk。
Adding a local business address
When adding a new line to Talk, for some locales, you'll need to add a local business address.
If you're adding a new number from one of these locales, you'll be prompted to enter the address while purchasing the number (seeAdding a new line).
If you're using an existing number that requires an address, you can enter it in the Talk channel settings.
For a full list of address and documentation requirements for Talk numbers, seeZendesk Talk and Zendesk Text number address requirements。
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk。
- Click theAddressestab.
- Clickadd address。
- Enter your address details.
- ClickSave。
18 Comments
Hi - I'm trying to add a new number to our Talk package, but can't find the Lines tab on the Talk - Admin page.
Hey Chris,
你能确认你是一个管理账户或have the ability to make subscription changes? I did some testing on my end and the option to add an additional line does show up for me. I'm wondering if it's an access issue? Is another admin on the account able to see this option?
Let me know!
Are there any plans to allow us to choose the Hold greeting for external phone numbers? Currently it plays the "Default" greeting and I cannot find a way to change it.
Forwarding vs porting: which is better? What are the pros and cons?
Can a number purchased in Zendesk be ported OUT?
Hello! My team is interested in adding an external number to our Zendesk Talk lines so we can have all staff place outbound calls to our program participants from a single phone number. Two quick questions I had:
It would be nice to have a way to delegate agent or group access to certain external numbers. Is there a plan to add this in the future?
The toll free number was deleted. How could I add the number to zendesk again?
We do not have any details if this will is part of the roadmap but you can post this asproduct feedback。
Regards,
Dion
Hi team,
I am trying to purchase a new number for our Zendesk - however whatever number I choose, it keeps saying that I need to chose a number with my local prefix. But the numbers I am choosing are numbers that are with Munich prefix and so is our company address. By any chance, do you know what could be the issue?
Thank you!
Best regards,
Patrick
To adhere to local phone number regulations you will need toverify your business for Talk before purchasing a number。If you already have business verification approved and still can't purchase a number for that country, please submit a ticket with us directly so we can look into it. SeeContacting Zendesk Customer Support。
Before you start, get more familiar with the requirements for each country by readingZendesk Talk and Zendesk Text number regulatory requirements for Germany。
Can more than one existing line be forwarded to a single Talk number?
Yes you should be able to have multiple external numbers forwarded to your single Talk number.
Let me know if you have any other questions!
Can one external number be directed to a specific support group and another external number be directed to a different support group?
HiCormac O'Dwyer,
With an external number: You cannot receive calls with an external number, so there are no settings to assign calls from that number to a group.
Hi, how do I get a Singapore number?
购买一个新加坡的数字,你需要eet the regulatory requirements listed here:Zendesk Talk and Zendesk Text number regulatory requirements: Singapore。When you've gathered those, submit them for verification following the process outlined here:Verifying your business for Zendesk Talk phone number purchasing。
Once verified, you will be able to purchase a number as outlined in this article. Hope that helps!
Thanks for your guide !
Pleasesign into leave a comment.