Zendesk Talk and Zendesk Text number address requirements

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25 Comments

  • Fernando
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    This shows options for Italian numbers, but it itsn't available on the numbers section of TALK. Can you please update?

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  • Brett - Community Manager
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    Hi Fernando,

    If you want an Italian number you'll need to submit a ticket to support@zendesk.com with the information referenced in the above article.

    The number will not show up under the available Talk numbers and will need to be provisioned by our internal team.

    Hope this clears up any confusion!

    -1
  • Fernando
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    Brett, I have submitted a ticket on a Polish number request 4 days ago and haven't received a response. From the referenced information, Our company is not located in Italy. Which documentation is accepted then?

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  • Fernando
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    It has been several days since I Sent support requests for both Italian and Polish numbers. What are the average response times??

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  • Doris
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    I need to purchase an Italian number but Italy is not available in the drop-down menu "choose a country". I have already sent all the required documentation few days ago haven't receive a feedback yet.

    I know that Italian numbers can be purchased because I have already used them in my previous company so I don't understand why Italy is not available in the list. 

     

    Can anyone help me with this?

    Thanks

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  • Quentin Colmant
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    This is weird. We are an insurer, and by EU law, we can operate in all EU countries from our Home country (under the concept of Freedom of Services) but at the condition to not have a local office in other countries (otherwise we fall under the law of Freedom of Establishment)....

    So in short new restriction forces us to have a local address to get a local phone number while the EU insurance law forces us to not have local address....

    Great....

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  • Brett - Community Manager
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    @Doris I was able to track down the ticket you submitted and it looks like it's assigned to the appropriate team to assist further. Someone will reach out to you with more information :)

    @Quentin, totally understand where you're coming from but as it turns out, these are regulations set by the country you're trying to purchase a Talk number for. 

    Let me know if you have any other questions!

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  • Quentin Colmant
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    @Brett: Does it concerns all numbers? I understood that Toll Free Numbers are not concerned?

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  • Brett - Community Manager
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    @Quentin, that would depend on the country I believe. Which country are you wanting to purchase a Toll-Free number for?

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  • Quentin Colmant
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    @Brett: France, Germany, Ireland, UK, Italy, Spain, Netherlands.

    It's really tricky... By EU insurance law we can't have a local office in these country as we have to operate from Belgium to serve EU... and by the new laws you mention we must have a local office to have a local phone number....

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  • Lars Migerode
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    Hello

    I've been waiting for a call or update for several days now, as promised, but without success so far.

    We have numbers in Spain, Ireland, Netherlands, UK and Italy (and Germany soon to come).

    I really do not understand why a local address is needed for "non geographical numbers" or "voip" numbers. This does not make much sense because those numbers are not linked to any region within the country.

    So I really wonder if an address in Belgium is not enough to have VOIP numbers in other European countries. If this would be a solution we would want to buy some VOIP numbers, but as described by other useres, this option is now blocked in Zendesk.

     

    Can you urgently get in touch with us?

    Thanks

    Lars Migerode

    Qover

     

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  • g.novas
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    Hello

     

    We have send the documents, answering on the first email.

    Today we received a reminder that inform us that the docs are pending.

    Can we somehow check asap if everything is ok and the 2nd email was just a massive reminder or we still have something to send?

     

    p.s. our address is stoiximan.zendesk

     

    Ty

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  • Brett - Community Manager
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    @g.novas I can confirm that your email containing the documents have been received and is assigned over to the appropriate team. Someone will reach out to you soon with more information.

    Cheers!

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  • g.novas
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    Hello Brett

    Any updates here?
    Ty

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  • Brett - Community Manager
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    @g.novas I have no additional information to provide. I've gone ahead and bumped up the priority of your ticket for you.

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  • Quentin Colmant
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    @brett On our side, our messages have not been properly managed / answered despite a lot of promises.

    I don't know if you realize that we have a business that is taking care of thousands of people across Europe and we can not afford any disruption in the phone servicing... We need your assistance and the answers we got so far are not "ok".

    To repeat again my point, as an insurer, by EU law, I can operate in the entire EU only from one country (this is called Freedom of Services Regulation), yet according to you (and a law that does not exist yet and shall maybe never be voted...) If I want a local phone number in each country, I need a local address (this seems very akward as EU is EU...). In short, I need a phone number in each local country to serve my customers but obviously I don't have a local address (since per EU law I can be only in one country...). Do you get the dilemma here?

    So what's the solution? We have been told that toll free numbers only require "EU address" and not local address. Is it right? Why it seems that your documents requirement for Toll Free Numbers differ from the ones of Twilio which is your phone provider?

    So at the end, after being for close to 2.5 years a loyal customer of Zendesk, we are now forced by you to find an alternative solution.... Can you help here please?

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  • Brett - Community Manager
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    Hey Quentin,

    I'm going to see if I can find out more information for you on my end. Totally understand where you're coming from and I'll do whatever I can to point you in the right direction. I'll keep you posted on what I find out.

    Cheers!

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  • Doris
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    @Brett  I've been waiting for a feedback for 2 weeks now. I'm not able to use the Talk option as the Italian number is still not available in my account. 

    Can you please check on this and let me know? 

    Thanks

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  • Fernando
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    Unfortunately, @Brett is responding faster than the Zendesk support person that sent us an email template requesting documentation for several numbers and a very short deadline, without ANY further help. Until today, we did not hear back and were forced to get other phone providers (who were much quicker and responsive to all our queries). 

    As a Zendesk customer, I am finding canned responses redundant and annoying, not to mention the poor management of this process. 

    2
  • Brett - Community Manager
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    @Doris I can confirm that your ticket has been assigned over to the appropriate team. I'm rather limited on what I can do on my end but I'll see if I can reach out to someone to get this expedited.

    @Fernando, sorry to hear you haven't received a timely response to your queries. Our Customer Advocacy team has been dealing with a high volume of tickets which may explain why it took a bit longer to get a response back out to you. Please let me know if you do have additional questions for me regarding Talk as I'd be happy to assist further or at least get you connected to someone that can :)

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  • Lars Migerode
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    @brett Do you have any news? We are still awaiting our toll free numbers we have requested some weeks ago. Thanks

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  • Brett - Community Manager
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    Hey Lars,

    I looked at your account and could only find one ticket open with you currently. It looks like one of our Advocates replied to your ticket on July 25th and haven't heard anything back since.

    Did you receive this email on your end?

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  • Lars Migerode
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    Hi Brett

    Could you possibly make sure that one of your Advocates has look at our case? I sent you an email with updates after 25/07.

    Many thanks

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  • Lars Migerode
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    Hi Brett

    Were you able to catch my mail?

    Thanks

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  • Brett - Community Manager
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    Hey Lars,

    I did receive your email but oddly enough I didn't see your ticket updated with your email. I'm going to reach out to Joey to see if we can get an update ASAP.

    Thanks for bringing this to our attention!

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