Adding Talk phone lines

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  • Dr Chris Horne CEng FIET

    Hi - I'm trying to add a new number to our Talk package, but can't find the Lines tab on the Talk - Admin page.

  • Brett Bowser
    Zendesk Community Manager

    Hey Chris,

    Can you confirm you're an admin on the account or have the ability to make subscription changes? I did some testing on my end and the option to add an additional line does show up for me. I'm wondering if it's an access issue? Is another admin on the account able to see this option?

    Let me know!

  • Shaun Murray

    Are there any plans to allow us to choose the Hold greeting for external phone numbers?  Currently it plays the "Default" greeting and I cannot find a way to change it.

  • Bryan Collins

    Forwarding vs porting: which is better? What are the pros and cons?

  • Rayne Puertos

    Can a number purchased in Zendesk be ported OUT?


  • GiveDirectly

    Hello! My team is interested in adding an external number to our Zendesk Talk lines so we can have all staff place outbound calls to our program participants from a single phone number. Two quick questions I had:

    1. We already have a Twilio toll-free phone number that we're using to send bulk SMS messages (not equipped for placing calls). Would we be able to make that our Zendesk Talk external number?
    2. I see that it's not possible to route incoming calls through the external number. Does that mean we'd need to provide people with a different Zendesk Talk number to call us back on?
  • Nicholas Bromley

    It would be nice to have a way to delegate agent or group access to certain external numbers. Is there a plan to add this in the future?

  • Whitney

    The toll free number was deleted. How could I add the number to zendesk again?

  • Dion
    Zendesk Customer Care
    Hey Nicholas,

    We do not have any details if this will is part of the roadmap but you can post this as product feedback


  • Patrick Rieger

    Hi team, 

    I am trying to purchase a new number for our Zendesk - however whatever number I choose, it keeps saying that I need to chose a number with my local prefix. But the numbers I am choosing are numbers that are with Munich prefix and so is our company address. By any chance, do you know what could be the issue? 

    Thank you!


    Best regards, 



  • Christine Felicia
    Zendesk Engineering
    Hi Patrick,

    To adhere to local phone number regulations you will need to verify your business for Talk before purchasing a number. If you already have business verification approved and still can't purchase a number for that country, please submit a ticket with us directly so we can look into it. See Contacting Zendesk Customer Support.

    Before you start, get more familiar with the requirements for each country by reading Zendesk Talk and Zendesk Text number regulatory requirements for Germany.
  • James Molina

    Can more than one existing line be forwarded to a single Talk number?

  • Brett Bowser
    Zendesk Community Manager
    Hey James,
    Yes you should be able to have multiple external numbers forwarded to your single Talk number.
    Let me know if you have any other questions!
  • Cormac O'Dwyer

    Can one external number be directed to a specific support group and another external number be directed to a different support group?

  • Dainne Lucena
    Zendesk Customer Care

    Hi Cormac O'Dwyer,


    With an external number: You cannot receive calls with an external number, so there are no settings to assign calls from that number to a group.

  • Hadi

    Hi, how do I get a Singapore number?

  • Shannon Pesta
    Zendesk Customer Care
    Hi Hadi! Welcome to the Community! 
    To purchase a Singapore number, you will need to meet the regulatory requirements listed here: Zendesk Talk and Zendesk Text number regulatory requirements: Singapore. When you've gathered those, submit them for verification following the process outlined here: Verifying your business for Zendesk Talk phone number purchasing

    Once verified, you will be able to purchase a number as outlined in this article. Hope that helps! 
  • Karen C. Early

     Thanks for your guide !

  • Sacbe Alfonsina Ibarra E


    Is it possible to set up a Talk line that we already have on whatsapp with Zendesk? 

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Sacbe Alfonsina Ibarra E

    Yes! Even if your number is already connected to WhatsApp Business API, you can port a number to Zendesk Talk as long as you are eligible. For reference: Porting numbers for Zendesk Talk. 


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