Porting numbers for Zendesk Talk

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19 Comments

  • Thomas Bumgardner

    Please consider turning this into a form submission request.  It is common that there are short timelines for flipping switches and it has equally as often caused frustration.

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  • Jay ishibashi

    Hi Team,

    Is there is any expected downtime when the number is ported?

    Thanks

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    Porting US and Canada numbers can take between one and four weeks. Other numbers can take 6 or more weeks. It's always a good idea to check with Twilio for the specific porting timeline. I would recommend forwarding calls from your current provider to a phone number in your Zendesk Talk instance to provide a smooth transition during the process. 

    Best regards.

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  • Tim H.

    Hi everyone, UK based company here: is it worth it? The charges seem very high.

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  • Emma Löfström

    @...: That wasn't the answer to Jay's question. I am also wondering the same thing. Is there any downtime when porting? I understand porting numbers can take several weeks however the number will upon porting still work? 

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  • Brett Bowser
    Zendesk Community Manager

    Hey Emma,

    To answer your question, yes, there will indeed be a downtime once the porting process has started - this is also the same reason why we recommend not initiating the port until your go-live date to prevent porting early, which may cause unavailability of your numbers. For the best customer experience, it's recommended that you forward the number to one of your Zendesk Talk numbers to avoid any issues as Devan mentioned above.

    Hope this clears up any confusion!

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  • Jay ishibashi

    Hi @...,

    Thanks for your response. What is the expected downtime?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Jay,

    That most likely would depend on the start date for the ported number. If you do need to port a number, I would recommend confirm with the agent you're working with as they would most likely have a better idea what the expected downtime is.

    Cheers!

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  • Emma Löfström

    Hi, i'm still not sure I understand this. We have already gone live with talk. Our current setup is that we bought a TALK-number to wich we forward our calls from our original provider with no YYY. We want to port our numbers in to talk, however I still want the customers to be able to call the same number as now (YYY) until porting? So we're not actually proting erarly here, we're "too late" it seems if I undestand yoru comment correctly(??). Please help us out :).  

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  • Jason Schaeffer
    Zendesk Customer Care

    Hi Emma,

    In your case if you are live with Zendesk Talk and you already have your external carrier forwarding to Zendesk then your impact should be minimal. That section is designed for those that may not have a live number in Zendesk or are not forwarding the number. As Zendesk does not control the timing of the port, so if the port happened in say one business day and they have not setup their Talk setting/agents etc on the Zendesk side that could cause them some disruption.

    I hope that helps!

    Jason Schaeffer | Customer Advocate | Support@zendesk.com

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  • Brecht Smit

    Hello,
    We are starting up using Zendesk Talk and Support. Now as you said , while we are deciding to port some numbers you said that we can in the mean time just forward our numers to the Zendesk nummer.
    My Question is, the Zendesk number that we got, got created automatically when i for the first time set up Zendesk Talk and it seems a USA number (with land code +1 and so on).
    While our company is working with Belgian and Netherland phone numbers, will forwarding to that USA number than not create always an INTERNATIONAL call to the USA? And won't it costs our business alot of money for each incoming call to be transferred to that given Zendesk number?
    Or is this forwarding done throug VOIP through the Internet and is their no extra costs? 
    Also where do i set up this call forwarding in Zendesk? Or do i have to call our own Belgian carrier to do this forwarding in their settings?
    Thanks for a response.
    Brecht

     

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  • Sergei

    Hi Brecht,

    You are right - for the callers (users), it will be an international call. For your business - I do not foresee huge costs (but do check with your current provider, if they might be charging extra for forwarding, as an example)). In respect to Talk and this default number that's provided for every account: you can calculate inbound call costs here - Zendesk Talk number availability and pricing
    US number is selected on this page by default.
    Zendesk Talk as such is a VoIP system, but in case of forwarding it would not matter much. Calls will simply be forwarded to your Talk number in Zendesk and it will be like any other incoming call, forwarded or not, coming from US or elsewhere.
    Forwarding as such is done with your provider, as you mentioned. You can setup outbound call forwarding from Zendesk, but for inbound - only your provider will be able to help.

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  • Ron Mulder

    Hi There, I find everything very confusing as nothing is straight forward. So need some help:

    1. I'm in Australia

    2. I have a 1-800 number

    3. Its not with Twillio

    4. I'd like it ported to Zen desk

    What do I need to do? Please advise step by step. 

     

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  • iulia

    Hi Ron!

    I'm glad to clarify this information for you. 

    To start with, I would recommend checking the Zendesk Talk number regulatory requirements to see if porting is possible in specific countries and what information is required to initiate this process. For example, porting an Australian 1-800 number is possible, and here is the information you'd need to submit:

    • Letter of Authorization (LOA) dated within the last 30 days
    • Applicable regulatory compliance documentation (above)
    • Copy of the most recent phone bill (within last 30 days)
    • For geographic numbers only, confirm the category of the desired port:
      - CAT A (simple port). Confirm with your current service provider that your phone numbers have no attached complex services.
      - CAT C (complex port). Attached complex services (e.g., ISDN, Line Hunt, etc.) will be canceled during porting.

    Along with the above, you can find more information in the article.

    Once you have all the documentation and information, you can reach out to us by emailing support@zendesk.com and we'll be happy to start the porting process.

    Iulia

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  • Emma Löfström

    Why is Sweden not on the list anymore? It's been there previously. Also Norway is new, are you sure the list is correct?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Emma Löfström thanks for the feedback. I've created a ticket so the writer of the article can investigate and update it if necessary.

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  • Joey Barrett
    Zendesk Product Manager

    @...

    My name is Joey, I am on the Product team here at Zendesk. Sorry about the confusion here, I look after phone numbers here at Zendesk. From time to time certain regions move in and out of the ability to port. This is dependent on certain things that are going on in the specific country.

    I would love to take this to an email to get more info around the specific number you want to port. We want to support our customers any way we can, so if there is a way for me to get your number  ported, I will do it. I am going to reach out to you via email directly and we can continue the conversation there if thats ok?

    For anyone following along, I have amended this article to include more accurate information. The ultimate source of truth is our regulatory requirements article which I have amended to include porting info (if possible in that country).

     

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  • Ivo Carvalho

    Hey guys, 

    Question: Can I transfer a number between Zendesk accounts with a simple request to Zendesk Support or do I need to follow the steps anyway?

     

    Thank you

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  • Kem Collin Agnabo

    Hi Ivo,

    Yes, you can transfer a number between two Zendesk Accounts. You'll just need to submit this request to support@zendesk.com. Please make sure that both account owner is on the email giving us the permission to transfer the number. Also, the gaining account must be on a paid plan.

    Let us know if you have more questions!

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