Zendesk Talk offers a really useful feature for when you can’t access Zendesk -- a failover number to route calls to until you can reach Zendesk again. You can easily set-up a free (for US-based numbers) failover number with Google Voice that will record voicemails and send them into your Zendesk to handle when you’re back up and running.
To set this up, you need a Talk Basic or Talk Advanced account.
Step 1: Create a Google Voice Number. To do so, go to https://www.google.com/voice and follow the prompts to get your number. Yes, it really is as easy as it sounds!
Step 2: Navigate to the settings menu (the gear icon in the top right of the Google Voice screen
Step 3: Go to Voicemail & Text, then click on Record New Greeting. Note to your customers that your phones are currently down and that, if a message is left, you will get back with them as soon as your phones are back up
Step 4: Stay on the Voicemail & Text tab. Now, select Voicemail Notifications and put your Zendesk’s email address in this field
Step 5: Go to the Calls tab and enable “Do Not Disturb” (this will route all calls to Voicemail)
Step 6: Return to the Phones tab, and deselect all of the options available.
Step 7: Place a test call to your new Google Voice number, and leave a Voicemail. You should see that Voicemail appear in your Zendesk as a ticket.
Step 8: Return to your Zendesk instance. Navigate to the Settings Menu > Channels > Voice > Numbers and select the number you want this to be a failover for. Put the number in here. (For details, see Adding a failover number.
And you’re done! When your Zendesk account fails over, calls will be routed to your Google Voice number. Voicemails left there will be routed to your Zendesk instance via email, allowing you to call the customers back the moment your Zendesk is back!