For the best audio quality and overall Zendesk Talk experience, we highly recommend that you port any existing customer service numbers into Zendesk Talk. In most cases, this means moving your current phone number from your existing telecom carrier to our carrier, Twilio. For details about porting with Twilio, see Twilio's Help Center .
Keep in mind the following when making decisions about porting:
- You may only port numbers if you are subscribed to Zendesk Talk -- Trial accounts are unable to port numbers
- We can port most US domestic local and toll-free numbers and some numbers in Canada. If you provide phone support outside of the US or Canada, you may purchase international phone numbers for over 40 countries.
- Toll free numbers have more restrictions than local numbers and can take a little more time to port. Learn more about toll-free porting in Twilio’s Help Center.
- If you are on Talk Lite, your current number in Zendesk Talk will need to be removed after the port is completed.
This article explains the overall process for common number porting scenarios and the steps you need to take to make changes:
- Porting a number owned by another carrier to Zendesk Talk
- Porting a number from your existing Twilio account to Zendesk Talk
- Moving a number from one account to another
- Porting a number out of Zendesk Talk
Before you submit your request
While we make every effort to avoid any downtime when porting a number, there are multiple parties involved in the process. To ensure that the transition happens smoothly, you should perform the following steps:
- Configure a new Zendesk Talk phone number -- this will be separate from the new one you are bringing in.
- When you are ready to take calls, forward calls from your existing (external to Zendesk) number in to the Zendesk Talk number you purchased.
- Submit your port request to Zendesk's customer service team and your existing provider
- When notified that the number is in your account (but before the port is completed), configure your existing number in Talk before it ports
Performing these steps will forward calls in from your current provider before the port is completed and, once it is completed, your already configured new number will take over. This makes for a seamless transition for both your customers and your agents -- neither will have to do any extra work!
Timeline: 3-4 weeks from us submitting the docs to Twilio
Here's an overview of this process, with details on each step below:
- Step 1: Submit docs to Zendesk customer service team
- Step 2: Confirm number shut-off date with current carrier
- Step 3: Zendesk team submits docs to Twilio
- Step 4: Twilio and current telecom carrier finalize porting
To get started, send an email to firstname.lastname@example.org that contains the following:
- Name of the person requesting the port. Note that this request should come from the Support account owner. If the owner of the Twilio number being transferred in is different from the Support owner, they must be added as a CC on the ticket to authorize the transfer of this number.
- Billing address
- Business address (if different from billing)
- Zendesk subdomain
- Type of number (Google Voice, Landline or VoIP, Toll-free, Wireless)
- The list of numbers you'd like to port.
- If you're porting from Google Voice, you also need to unlock the number you're porting following the instructions in Transfer your number out of Google Voice . Attach a screenshot of your account settings showing the number is unlocked.
- Attached completed copy of the Twilio Letter of Authorization (LOA)
- Attached scanned or electronic PDF copy of the most recent phone bill (within the last 30 days) that includes the account owner/authorized user name, address, and numbers you're requesting in this port.
For most carriers, it's standard to keep a number active for 10 days after it's ported to allow for configuration on the new carrier. However, some carriers shut off the number as soon as they approve a port. To avoid gaps in coverage, we highly recommend proactively reaching out to your current carrier early in the process and asking them not to shut off the number until you give approval.
If your number does end up getting shut off early, immediately contact the original carrier and ask to restore service.
Once we get all your information, we’ll submit it to our provider, Twilio. They’ll reach out to your current carrier with the port request and proof of ownership. We'll let you know whether Twilio has approved or denied your request. If it's approved, the carriers will work out the porting date – we’ll be sure to update you with that date via email.
If the request is denied, we will work with you to correct the issue – usually mismatched information – and resubmit the request.
At this point in the process, you'll just need to hang tight while your number gets transferred. First, Twilio submits docs to the current telecom carrier. Then, Twilio and your current telecom carrier establish a porting date, at which point porting is completed.
Timeline: 1-2 weeks
Send your request to email@example.com and include the following information:
- Name (person requesting the port)
- Phone number
- Current Twilio SID account number or name of company using Twilio
- Zendesk subdomain
- Date you would like the number to port. We’ll do our best to accommodate your requested date.
- The number of the ticket you have open with Twilio requesting this transfer.
Timeline: 1 week
Moving your number from one account to another is fast and easy. Just send your request to firstname.lastname@example.org with your request and your preferred date to switch over. Twilio already has the number in their system, so we'll just need to coordinate a transfer time with you.
Please note that when numbers are moved to a new account, the number's customized settings, such as routing options and greetings, are not transferred with the number. You'll need to set these up again in the account the number is transferred to.
Timeline: 3-4 weeks
If you would like to move your Zendesk Talk number to another carrier for any reason, simply email us at email@example.com with the number you would like to move. We’ll send you a few docs to complete your request.