Managing Zendesk Talk numbers Follow

 all plans

Deleting a number

You can delete an existing number if you don't want to use it anymore.

To delete a number

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Next to the number you want edit settings for, click the menu icon, then select Delete.
  4. Click Delete in the window that appears.

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

  • Contact our customer service team (support@zendesk.com).

Adding a failover number (Talk Basic and Advanced)

In the event that Zendesk Support is unavailable, the failover feature will route calls to an pre-designated number so you can help your customers with minimal disruption.

The configured number must be a non-Zendesk Talk number. Note that we will route all calls to this number, so make sure you choose a number appropriate for your support call volume.

To add a failover number

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Next to the number you want to add a failover number for, click the menu icon, then select Edit.
  4. Enter the number in the Failover number field on the Settings tab.

  5. Click Save changes.

Configuring agent wrap-up for each number (Talk Basic and Advanced)

For each number, you can enable or disable agent wrap-up and set a wrap-up time limit. When wrap-up is enabled, Talk agents have time after each call to finish adding details to the ticket.

If you use Talk Advanced, you can also limit the amount of time agents have to wrap up calls for each number.

To configure wrap-up for a number
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Next to the number you want to add a failover number for, click the menu icon, then select Edit.
  4. Set the Agent wrap-up after calls? option to on.
  5. Talk Advanced: If you want to set a wrap-up time limit, select an option from the drop-down menu next to Wrap-up time limit.

  6. Click Save changes.

Enabling the average wait time message (Talk Advanced)

Enable this option to play a message to callers on hold or, for Talk Advanced, requesting a callback from queue, informing them of the current average wait time. This message plays only when the average wait time is over two minutes long.
This message plays only when the average wait time is over two minutes long and is available only in English.

To enable the average wait time message

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Click on the number you want to edit.
  4. Toggle the Average wait time message field to enabled.

  5. Click Save changes.

Configuring ticket creation for abandoned calls (Talk Advanced)

By default, tickets aren't created for abandoned calls. For Talk Advanced, you can choose to enable ticket creation for abandoned calls for each of your individual numbers.

When this setting is enabled, calls that are abandoned in the queue, in voicemail, or in IVR result in a created ticket, as long as a callback number is available. In cases where the caller is identified as "unknown", no ticket is created.

To configure abandoned call ticket creation for a number
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Next to the number you want to add a failover number for, click the menu icon, then select Edit.
  4. Set the Create ticket for abandoned calls? option to on.
  5. Click Save changes.

Enabling a Talk number for Text (Talk Basic and Advanced)

Talk numbers with SMS capabilities can also be used for Text, allowing you to provide both SMS and phone support from the same number. For details about providing SMS support with Text, see Getting started with Text.

Talk numbers that are capable of Text appear with an SMS icon in your list of numbers (Admin () > Channels > Talk > Numbers tab).

To enable a Talk number for Text
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Click on the number you want to enable for Text.
  4. Toggle the Enable for Text field to on.

  5. Click Save changes.
  6. To jump to Text configuration for the number, click the Configure this number for Text link.

Have more questions? Submit a request

Comments

  • 0

    On my account (phone # 925-421-2455) I do not have the option of adding a failover number.  Is this due to my Zendesk Plan needing to be upgraded?

  • -3

    what is zedecsk?

  • 0

    please can you esplain your program?

  • 0

    Hi Deborah,

    We make software that companies use to give their customers a way to contact them for support. We don't provide support for their product, just the channel for communication. :)

    Best,

    Amie

  • 0

    Hi, 

    I want to connect Hungarian free toll number (I have it already) to my agent in Zendesk. Can you aid me?

    Best regards

    Roman

    Edited by Roman
  • 1

    Hi!

    I was wondering if there are any details that could be shared on what form the ticket will take - like tags, specific identifiers, etc. This would help us manage them so that they don't overload our queue, and to put some automations in place to get the most out of the new feature.

  • 0

    Just thought I'd mention it would be helpful to clarify the section on "Configuring agent wrap-up for each number (Talk Basic and Advanced)

    For the following point, I had to find out in another thread that this is only for Talk Advanced.

    5. If you want to set a wrap-up time limit, select an option from the drop-down menu next to Wrap-up time limit.

    Would have saved me a few minutes of wondering if my set-up was glitchy I think if it was mentioned this isn't available on other plans.

    Hope this helps others!

    Stephanie

     

    Thanks,

    Stephanie

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