Adding and managing Text numbers (Talk Basic and Advanced) Follow

basic advanced plans

Support your customers over SMS with Text, a feature of Zendesk Talk. For an overview of how to start using Text, see Getting started with Text.

Adding a Text number

To start using Text, you'll need to choose a number. Numbers are available in the following countries:
  • US (Local and toll-free)
  • Canada (Local and toll-free)
  • UK (Local and toll-free)
  • Puerto Rico (Local)
  • Austria (Mobile)
  • Israel (Mobile
  • Lithuania (Mobile)
  • Australia (Mobile)
  • Belgium (Mobile)
  • Switzerland (Mobile)
  • Chile (Mobile)
  • Czech Republic (Mobile)
  • Estonia (Mobile)
  • Finland (Mobile)
  • France (Mobile)
  • Germany (Mobile)
  • Hong Kong (Mobile)
  • Hungary (Mobile)
  • Indonesia (Mobile)
  • Ireland (Mobile)
  • Netherlands (Mobile)
  • Norway (Mobile)
  • Poland (Mobile)
  • Puerto Rico (Mobile)
  • Spain (Mobile)
  • Sweden (Mobile)
To purchase a number
  1. Click the Admin icon () in the sidebar, then select Channels > Text.
  2. From the Numbers tab, click Add number.

  3. Select a country and a number type. Optionally, enter digits and phrases to find numbers with specific sequences of letters or numbers.
  4. Select a phone number from the list of available numbers. The icons next to each number indicate whether it's capable of calls, SMS, and MMS.

  5. and click Next.
  6. Review your chosen number and click Next.
  7. Review and accept the terms of service, then click Next.
    • For certain locales, you'll also need to agree to provide a business address for that country. Enter the address in the Country address certification window that appears.
  8. Click Finish.

Editing settings for a Text number

After you've purchased a Text number, you can configure additional settings.

To edit settings for a number

  1. Click the Admin icon () in the sidebar, then select Channels > Text.
  2. From the Numbers tab, click on the number you want to edit.
  3. Edit the available settings:
    • Nickname: Enter a nickname for your number in this field to make it easier to manage multiple numbers.
    • Group for routing: Click the drop-down menu to select the group messages should be routed to for this number.

  4. Click Save changes.

Enabling a Text number for Talk

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

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

To enable a Text number for Talk
  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 Talk.
  4. Toggle the Enable for Talk field to on.

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

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 > Text.
  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.
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