This article describes how to manage general settings for Zendesk Talk lines.
For details about managing line-specific settings, see Managing individual line settings.
For details about adding new lines, see Adding 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
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Lines tab.
- Next to the line you want to delete, click the menu icon, then select Delete.
- Click Ok to 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 the Zendesk 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
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Lines tab.
- Next to the number you want to add a failover number for, click the menu icon, then select Edit.
- Enter the number in the Failover number field on the Settings tab.
Note: Failover numbers must be entered in e.164 format. For more information, see What are the accepted phone number formats for Talk? in our Support tech notes.
- Click Save 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 into Priority numbers and All other numbers. You can also filter this list to show only priority numbers or other numbers.
- Click the drop-down list next to All phone numbers at the top of the list.
Select Priority numbers or All other numbers to filter the list accordingly.
To set number priority
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Lines tab.
- Hover over the number you want to edit and select the check box that appears.
- Click Set number priority at the top of the list of numbers. Select either Set as priority number or Remove priority, depending on the change you're making.
The list of numbers automatically refreshes with your changes.
27 Comments
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?
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
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
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.
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
Is it possible to set an agent to automatically go back online after a call? Or do thy have to click available?
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?
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. :)
How many numbers can be added to Talk? we are a 4 fascia business and need to possibly have 4 options now.
Hi Tim,
We've customers with many hundreds of number on Talk, hope this will be able to suit you as well :)
Thanks, Caroline
Are you able to set priority for Zendesk Tickets that come in through other channels (through phone number in app, or emails)?
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.
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
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?
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.
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.
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!
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?
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!
What are the ramifications of deleting a Zendesk talk number? We no longer wish to use Zendesk talk and do not want to lose any historic reporting we have for it. Will it be available if we delete the number? Is there a way to just keep all the data but no longer receive calls or voicemail to the talk number?
Hi Reshma,
Can you confirm where you're pulling this Talk data from? Are you capturing this information using Explore or Insights? If so, that data should remain even after deleting the number. However, if you're using the Talk Dashboard which is only available on Talk Pro and Enterprise, you wouldn't have access to this data any longer once you cancel your Talk subscription.
Let me know if the above doesn't make sense.
Thanks!
We are capturing it from both, so thanks for pointing out the impacts for each.
No problem at all Reshma :)
Let me know if you have any other questions!
How can I assign a ticket to a specific agent according to the number dialed in case of different time zones?
Hey Support IL,
As it stands, you cannot use a trigger to auto-assign a ticket based on the Talk number that receives the call. The ticket will always assign to the agent who picks up the Talk call. You may want to look at our Routing calls based on business hours (Talk Professional and Enterprise) to see if that can help accomplish what you're looking for.
I hope this helps!
We never had set up a number, and the Talk interface only shows us "There is a problem with your Talk account. Please contact our Customer Service team." ... yet we've been charged monthly for it.
Cannot delete a number that doesn't exist, nor in an interface that even has such a choice. Support has been unhelpful in our request to fully remove the Talk module from our zendesk.
Hello Randall,
Due to the nature of your issue, I've opened up a ticket on your behalf so our Advocacy team can look into this issue. You should expect an email followed by a reply from one of our specialists.
Best regards.
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