How can I share example calls for troubleshooting a Talk issue?

Question

How can I find the ID of an example call for troubleshooting a Zendesk Talk issue?

Answer

To troubleshoot an issue with your Talk account, check out our article on troubleshooting talk issues: How can I troubleshoot Talk issues? After reviewing that, if you still need help, contact the Zendesk support team and provide the information listed below.

Ticket ID

Send us the ticket ID the call may generate. In some cases, there isn't a ticket ID, depending on number configuration and call conditions.

An example of a Ticket ID is https://myzendesksubdomain.zendesk.com/agent/tickets/12345

In this example, the ticket number 12345 from the account myzendesksubdomain.

Call ID

Send us the unique Call ID that each call has associated. Every single call that arrives at your Zendesk account adds an entry. In Admin Center, click Channels in the sidebar, and open Talk and email > Talk. Click the tab Usage charges at the top of the page.

At the bottom of this page, there is a table with the history of all inbound and outbound calls. The first column of this table displays the unique call ID of each call.

An example of a Call ID is 360112785700.

I cannot reach my support number and I don't see any new call IDs

If you do not see new entries when customers call your support number, it shows that calls are not reaching your Zendesk account.

In this case, please send us 3 new call examples. These new call examples are a requirement in order to escalate the issue with our Talk provider, Twilio.

Our provider requires this data because their carriers store call logs for a limited period of 24-48 hours, after which the logs are overwritten. Include each of the following data points for each call example:

• The FROM phone number in E.164 format
• The TO phone number in E.164 format
• The Date, time, and timezone of the call. Ensure that your example includes the timezone, as it is crucial for investigation purposes.
• The call behavior observed. What did the caller hear during the call?