| Batch number | Region | Date and time |
| 1 | AMER | Oct 31st 11:00 UTC |
| 2 | EMEA | Nov 1st 07:00 UTC |
| 3 | APAC | Nov 2nd 21:00 UTC |
| 4 | LATAM | Nov 3rd 11:00 UTC |
| Announced on | Rollout starts | Rollout ends |
| June 20, 2023 | September 12, 2023 | November 6th, 2023 |
Zendesk began updating the network requirements for Talk (some changes will also affect Sell) to ensure continued reliability and stability. If you filter your traffic, you will have to update your network configuration settings to avoid network or Talk service issues such as one-way audio, dropped calls, or the inability to receive incoming calls.
This announcement answers the following questions:
What’s changing?
Zendesk updated Talk's network requirements for domains in September and will now enforce the new IP and port ranges in batches starting October 31, 2023.
Note that these network configuration changes must be made outside the Zendesk product, so you might need to contact your IT department or network administrator to make these changes.
Add the following to your existing network configuration:
-
IP range: (Required for Talk and Sell)
- IP range: 168.86.128.0/18
- IP range: 168.86.128.0/18
-
Port range: (Required for Talk and Sell)
- UDP port range: 10000-60000
-
Domains: (Required for Talk only)
-
- chunderw-vpc-gll-us2.twilio.com
- voice-js.ashburn.twilio.com
- voice-js.sydney.twilio.com
- voice-js.dublin.twilio.com
- voice-js.sao-paulo.twilio.com
- voice-js.frankfurt.twilio.com
- voice-js.tokyo.twilio.com
- voice-js.singapore.twilio.com
- voice-js.umatilla.twilio.com
- voice-js.roaming.twilio.com
-
Adding *.twilio.com, is recommended, but not mandatory. It will future-proof any upcoming network changes.
Why is Zendesk making this change?
To improve performance and reliability.
What do I need to do?
If you use Talk, you must update your network configuration settings to add the new IP range, port range, and domains listed above.
If you do not make these updates, you could experience network issues or your Talk service could be impacted by one-way audio, dropped calls, or the inability to receive incoming calls.
FAQ
We will continue to update this section with new questions from our community. Check back periodically for additional information.
Do I need to make network changes to continue using Zendesk Talk?
If you filter your network traffic, you must apply the necessary changes by September 12, 2023, otherwise Zendesk Talk will be impacted. However, if you're not currently filtering your network traffic, you don't need to make any changes and your use of Zendesk Talk will not be affected.
How can I test these changes before the deadline comes into effect, to ensure my contact centre is ready?
To test your connectivity, see the Twilio WebRTC Diagnostics page to test your connection to Twilio, our provider, and the following two changes:
-
- IP range: 168.86.128.0/18
- UDP port range: 10000-60000
If you encounter any issues, see How do I use the Twilio network test to troubleshoot Talk agent calls?, for more information about what each line means. You don't need to run the video tests (the final four tests).
If you need further clarification on a failed test, contact Zendesk Customer Support.
Who should I work with in my organization to make these changes?
If you use Zendesk Talk from a business network, operated by either a network administrator or your IT department, then share this information with that group. This will ensure your configuration settings are adjusted to add the new IP range, port range, and domains listed above.
What should I do if I don’t have an IT team?
If you don't have an IT department, or a network administrator, or you've never set up a firewall for use with Zendesk and are using the default firewall that came with your device on a home network, then you probably don't need to take action and shouldn’t experience issues as a result of this update.
However, we recommend you test your connection. For testing tools, see the previous FAQ question: "How can I test these changes before the deadline comes into effect to ensure my contact centre is ready?"
If you encounter an issue after September 12, contact Zendesk Customer Support.
Our agents work from home and use their own networks. Will they be impacted by these changes?
For a domestic internet connection (Wi-Fi in your home), you should be okay if you have open access to the Internet without restrictions, meaning, if your traffic is not blocked by a VPN or a firewall.
To help your agents review whether a VPN or a firewall is being used, see WikiHow's How to check your firewall settings and the Tech Nadu documentation How do I know if I have a VPN installed?
If your company enforced a policy to turn on a VPN or firewall, your employer’s IT team will need to support the network adjustments.
We recommend you test your connection. For testing tools, see the previous FAQ question: "How can I test these changes before the deadline comes into effect to ensure my contact centre is ready?"
I don’t have any pre-existing network configurations in place for Zendesk Talk, do I need to introduce network restrictions going forward?
No, this announcement does not impact you. However, we recommend you test your connection. For testing tools, see the previous FAQ question "How can I test these changes before the deadline comes into effect to make sure my contact centre is ready?"
I am filtering the network traffic in my organization, can I get the list of IPs associated with those domains?
No, our provider cannot provide a list of static IP ranges for the domains listed in this announcement. Therefore, you must allow communication to those domains.
Will Talk Partner Edition integrations be impacted?
No, Talk Partner Edition integrations will not be impacted. This change applies only to Zendesk Talk.
Will Zendesk Sell be impacted by this change?
Yes, Sell will be impacted by the IP and or port change; the domain change will not impact Sell
31 Comments
Hi
Will this affect Sell Voice as well?
Hi,
Where exactly on the Talk product we have to make these changes? In our case, the talk telephone number was purchased directly in Zendesk Support Product.
Best, Paula
Izabella Hammar
IP range
Port range
Both of these two affect TALK and SELL. So, this means that if you are a Talk customer or if you are a Sell customer, you will need to make this change.
The Domains are only a requirement for Talk customers. This means, Sell customers don't need to add the domains to their network configuration.
Thanks,
Paula S da Nuvemshop
Happy to clarify…. Network configuration changes are made outside the Zendesk product, so you might have to contact your IT department or network administrator to make this change.
Hope that helps.
Thank you Ferran Barneda but could you give me a little more detail? Where should we start from?
Paula S da Nuvemshop
Since these network configuration changes need to be made outside the Zendesk product, please reach out to your IT department or network administrator who has access to your network infrastructure.
1. Share the updated requirements with your IT team.
2. Your IT Team will need to add these to your current network configuration (this typically involves updating firewall rules, routing tables, VPN settings, or any other relevant network settings to allow communication with the specified IP range, port range, and domains).
Hi
Is it possible to add a configuration in advance and check the connection?
We are confused as well. We don't have an internal network - we all work remotely using the internet. Do we need to make any changes, and if so, where?
+1 to Justin Near & Paula S da Nuvemshop, this is exceptionally unclear.
We also operate entirely remotely, with team members working from home. What does this mean for people using their own internet networks at home?
Hello Community,
We understand this is not a straightforward process. Let us regroup and find other ways to help you make this update easier to understand.
Thanks for your patience.
Sean
Hey Sean Chuang
Do we have an update on this yet?
Best,
Amie
Hello Community,
We have identified some areas where we can improve this network migration. We will be back in touch this week.
Thanks,
Sean
I echo the same questions as above - Our team are 100% remote, will they need to make specific changes within their home network?
As it's a change at twilio, I suspect nothing needs to be done unless someone has set custom firewall rules within their home network.
The messaging is super unclear.
Hi Sean Chuang,
Do you have an update on this? Last week has now been and gone? I'm a Zendesk Partner and I have customers reaching out to me wanting to know what they need to do and test these things in due time.
I'm currently stuck in the middle between you providing the correct details on this matter and my customers which is not a good look or feeling.
Hi!
Can we do this before septembre 12th, can we do it now?
Ferran Barneda Sean Chuang - hope all is well.
Echoing the concern of other folks in here in which all of our agents use their personal networks since we are working remotely/globally hence we don't have a local network.
Does this change applicable for us or there's no action needed from our end?
Hello Community,
We just published a new FAQ section. We will continue to add to this section when new questions from our community are asked. Please check back periodically for additional information.
Thanks,
Ferran
Ferran Barneda Could you please share the link to see that FAQs.?
Adnerys Rondón Please reload the page if you don't see it. New section called FAQ.
Hello. A question from my IT team is in which direction does this need to be done - inbound or outbound traffic (or both) - can you give any details, thanks.
Hi Richard, thanks for writing in! This is additional to the Talk Network requirements article so we recommend your IT team revisit the article for the instructions on how to re-configure your network. You only need to update your network configuration settings if your team applied restrictions on your network traffic. We hope this helps!
Hi Ferran Barneda
Does this mean that the changes didn't happen on 9/12/2023? Is it tomorrow when we will know if the changes that we implemented works?
Another thing is that we have experienced an issue with "talk". When we refresh (F5) the status of the agent changes, the icon turns into red and the option to "click here" disappears immediately, the only way to go online again is closing and opening Zendesk again.
Adnerys Rondón
The 12th of September, 2023, was indeed the deadline for implementing the necessary changes to avoid any potential impact from the new network requirements for Talk. As of now, Talk is utilizing the new domains as detailed in the announcement.
Please note that the rollout of the new IP/ports change is scheduled to begin on the 28th of September and will continue until the 4th of October, 2023.
As for the issue you've reported, I would suggest going through the article titled 'Why do I see the error message "Your browser has suspended your audio. Click here to re-enable"?'. If the problem persists even after following the suggestions in the article, please don't hesitate to open a ticket with Zendesk Customer Support.
UPDATE 29 September 2023:
We are temporarily pausing the activation of the new IP and port ranges. We will keep you informed about the resumption of this process in our future communications.
------------------------------------------------------------
28 September 2023: We will commence the activation of the new IP and port ranges associated with this change in batches for Talk customers, starting on September 28 and continuing through October 4, 2023. If you are filtering network traffic and suspect that you are experiencing issues related to this change, please don't hesitate to contact a member of our customer support team.
UPDATE 23 October 2023:
The rollout for the enforcement of the IP and port ranges associated with this change has been delayed and will now restart in batches as indicated in the table at the top of the article. All active Talk customers will be notified ahead of this enforcement with their specific window, so they can take action to avoid call issues. Enforcement for all inactive Talk customers starts from Nov 6th.
Getting a TNS error on the third item but is it just because it didn't meet the 5 seconds? It also says it does connect and then the Note is confusing because it says this is not supported with Twilio Voice? Please advise.
Hi team,
With the new schedule for Talk Network requirement please confirm if there is still a need to re-do the same Twilio test now. We did the test back in August and received 100% pass result.
Amanda Gunn You failed one of the six connectivity tests:
So, this means your network is not ready yet, you need to take action, please review these two FAQ:
Who should I work with in my organization to make these changes?
What should I do if I don’t have an IT team?
Andrew Chu The test takes a couple of minutes, so it's advisable to test your network again. See the Twilio WebRTC Diagnostics page to test your connection. You want to get a PASS to the top 6 tests.
This announcement kept popping up and now I can not find it. Would you please place the link that takes you to Test your network settings now here?
Advisory on Talk network requirements.......etc.
Test your network settings now for compatibility and allow access to the microphone when prompted. A passing test ensures that your network configuration settings are updated and you'll avoid one-way audio, dropped calls, or the inability to receive incoming calls that could occur after that date.
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