Managing Zendesk Talk lines

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  • Leo Medalla

    Is there a way we can manage the subject line for Talk tickets based on the IVR prompts?


    Press 1 Inquiry
    Press 2 Sales
    Press 3 Support

    Ticket Subject line as of now is default as Phone call from: "Customer contact number or their Name"

    We would like it to be showing as.

    Inquiry Call from
    Sales Call from
    Support Call from

  • Dave Dyson

    HI Leo,

    I'm afraid there's not a way to automatically do this within Zendesk. Once the ticket is created, you could apply a macro that sets the ticket Subject and use a placeholder to fill in information from the caller (see Creating macros for tickets, Building macro action statements, and Zendesk Support placeholders reference.

    If you'd like, please create a post in our Feedback on Talk topic, using our template to format your post. That way other users can upvote and add their own uses cases as well. Thanks!

  • Ksenia Shanyuk


    Following from Leo's query, we would like to reset our IVR prompting the caller to select from 2 options depending what their query is. So the end goal is the caller calls our number, then goes through IVR and thereafter selects the appropriate option if they want to speak to support or another department. I am unable to find appropriate steps among the articles provided. Was wondering if you could advise please. 

    Many thanks 



  • Whitney

    The Toll Free number was deleted after 7 days. How can I recover the Talk number?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Whitney, 

    Is that a purchased number? If the number has been deleted for more than 72 hours, it is possible that it has been recycled and is no longer available. 
  • Niklas Jensie

    Is it possible to "close" a line? We have 2 numbers today with different open hours (we're on the Professional Suite) and we want to prevent incoming calls on one of the line between certain hours of the day. Is there a best practice except multiple schedules which is an Enterprise feature...

  • Alex
    Hi Niklas,
    I'm afraid there is no way to temporarily close a line In Talk.
    You can create a specific IVR to redirect your customers to a voicemail and enable it when this line is closed.
    However, you would have to enable this IVR manually every day when the line close.
    You can find more information on how to set up this IVR in our article Routing incoming calls with IVR
  • Derek R. Santiago

    Thanks for your post!

  • Steven Hampson

    Is there a way to change the order of the lines? We have several pages and they are ordered in the order in which they were purchased. It would help if we could reorder as alphabetical by nickname for example, but I don't see any option for this. Thanks! 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Steven,
    I'm afraid there isn't any way to change the order of those Talk line numbers at this time. As of the moment, the order of the line is configured by when the number was added to your account.
    I understand that being able to sort the lines in your preferred order would be very much beneficial for your business operations so I would recommend you to leave Feedback in our Community. Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future.

    Thank you!

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