Managing Zendesk Talk numbers

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19 Comments

  • Amie Brennan

    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

    2
  • Chris White

    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.

    1
  • Patrick Bosmans

    Tan,

    We have a Vietnam beta for numbers here, https://docs.google.com/forms/d/e/1FAIpQLSc_8tuSCGEHYrWFq3gaNPl-px7udOkXCszj2QDECknKw7bstA/viewform, if you would like to add your account to the beta for testing.

     

    Jagoda,

    When you place a call from the browser UI, the agent needs to select a number for connecting the call.  If you are seeing that different numbers are being referenced by the caller ids, I would suggest sending in a ticket to support@zendesk.com so that our agents can get more account specific information from you to see what behavior is occurring and why.

    Otherwise, you would not have any additional control showing specific numbers beyond the support numbers connected to Zendesk Talk.

    1
  • Caroline Kello

    Hi Tim,

    We've customers with many hundreds of number on Talk, hope this will be able to suit you as well :) 

    Thanks, Caroline

    0
  • Stacy Kim

    Are you able to set priority for Zendesk Tickets that come in through other channels (through phone number in app, or emails)?

    0
  • Dette Armada

    Hi, 

    We want to change our subscription from Lite to Talk in the Suite, can we change the number assigned to us to reflect an AU number? 

    Please send me the details on how to thru dette@paystaff.com.au.

    Thanks.

    0
  • Travis Burkey

    Hello,

    I am having trouble deleting a number from my text channel. I have followed the instructions but no delete option is available in the Channel>Text>Numbers section.

    Has the procedure changed?

    0
  • Jagoda Janiszewska

    Hi,

    we just enabled Talk in our instance and did some test outbound calls - it turns out that in each case, the calling number was different. Can we somehow define which number will be displayed to the clients?

    0
  • TAN NGUYEN NHAT

    Hi;

    I am Tan from Vietnam. I want to know if Zendesk supports the contact number from Vietnam. Its mean can customers contact the agent through Zendesk from a Vietnam mobile phone and can the support number of zendesk be a phone from Vietnam, can't it?

    Please give me more information via email: nhattan.ezvisa@gmail.com

    0
  • Roman

    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

    0
  • Brett - Community Manager

    Hi Dette,

    Once you've upgraded your subscription you can then navigate to **Admin>Channels>Talk>Numbers>Add Number>Purchase new number**. From here you will see a pop-up window where you can choose the country you'd like your number to be associated with as shown in the screenshot below:

     

    You can find more information in our Adding Zendesk Talk numbers documentation which I've linked for you.

    Let us know if you have any other questions!

    0
  • Stephanie Hong

    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

    0
  • Amie Brennan

    Hi Travis,

    Nothings change regarding the procedure. I'll create a ticket and reach out to you from there so we can troubleshoot this together. See you in the ticket. :)

    0
  • Scott Rosenlof

    Is it possible to set an agent to automatically go back online after a call?  Or do thy have to click available?

    0
  • Brett - Community Manager

    Hi Rajab,

    You would need to work with your phone provider and have them forward any calls from your Tanzania number to your Talk number you created. This will allow for you to answer calls directly from within the Support agent interface and tickets will be generated as well. As for making outbound calls, I believe you can set up your number as an external number to make outbound calls from. See Adding Zendesk Talk numbers for more information. If that doesn't work then you'd need to make an outbound call form the supported Talk number you added to your account.

    As for SMS, you'd need to do so from the Talk number added to your account since Tanzania is not a country that Zendesk provides numbers for.

    Let us know if you have any other questions!

    0
  • Jessie Schutz

    Hi Stacy!

    You should be able to set up a trigger that will set priority for you based on the ticket channel. You can find out more about triggers in this article.

    0
  • Rajab Haji Munda

    Greetings,

    Tanzania is not a country that zendesk provide numbers for: Zendesk  Talk number availability and address requirements

    It was recommended by the support member that by forwarding calls from  Talk to our local number we should be able to use Talk services.

    By doing call forwarding – Are we going to be able to call and receive  calls/SMS using our local number through Zendesk dashboard?

    Is the above approach going to have tickets created for both inbound  and outbounds communications?

    0
  • Tim Roberts

    How many numbers can be added to Talk? we are a 4 fascia business and need to possibly have 4 options now.

    0
  • Alan Safahi

    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?

    -1

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