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SIP trunk integration

Answered
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Aubin Gouthon

Posted Nov 24, 2023

Does Zendesk support SIP trunk integration ?

We would like to send calls to Zendesk contact center via a private SIP trunk.

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7 comments

Date

    Official

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    Widson Reis

    Zendesk Product Manager

    Hi, Aubin Gouthon

    SIP Trunk is coming to Talk next year, 2024. Stay tuned!

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    Ivan Miquiabas

    Zendesk Customer Care

    Hi Aubin, 
     
    Thanks for reaching out! 
     
    Zendesk Talk does not offer SIP trunking because the product manages the trunking for you. While you cannot register a SIP softphone with Talk, agents can take calls on SIP phones through two different ways:
     
    Agents can only answer SIP forwarded calls in their browser or by hard phone when the call is forwarded through the public switched telephone network (PSTN).
     
    Additionally, Zendesk offers a robust Partner Edition API that allows developers to build out deeper integrations, which act exactly like the Zendesk Talk console in that they can create tickets and pop tickets for agents. For more information, see the Talk Partner Edition API.
     
    Cheers! 

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    Janice McDonnell Marra

    Is there an update on when in 2024, SIP Trunking will be available in Talk?

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    Shawna James

    Community Product Feedback Specialist

    Hey Janice, thanks so much for your question, we appreciate and understand your interest in knowing more information here. As per our community guidelines, it is our best practice not to share timelines about feature releases on our product roadmap. At this time, the information Widson shared above is our most up to date. We look forward to having more information when this feature is ready to be released!

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    Mohanad Alshaka

    We have a situation where we need our numbers to be hosted with Twilio, but we also wanted to use Zendesk Talk for incoming & outgoing calls.

    Zendesk support recommended that I add the Twilio number as an external line, and then forward incoming calls to a Zendesk Talk number. 

    Is this really the only solution? Issue is that we have 8 lines we need to do this for, so this solution sounds like it will be a reporting nightmare 

    Any suggestions/ideas would be greatly appreciated!

    Best,
    Moh

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    Joe Garlick

    Hi Widson Reis, Shawna James,


    Any updates on this or a timeline on when this will be added?


    I have a similar issue to Mohanad Alshaka 


    We supply customers with a voice assistant that answers calls, think Alexa. The way this is currently setup is the call comes into Zendesk, then we forward outbound via PSTN to our platform. Then if we cannot automate the call we forward back to Zendesk, again via PSTN. This means that the customer is getting charged for 2 inbound calls and an outbound call. This is per call too!

    So SIP is very important here for cost savings, latency and redundancy.


    It’s already half way through 2024 so I would be grateful for an update here!

     

    Thanks,

    Joe
     

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    Widson Reis

    Zendesk Product Manager

    Hi Joe Garlick 

    SIP IN will be available by the end of Q4, with SIP OUT coming in 2025. With SIP IN, you will be able to automate call forwarding back to Zendesk without any extra charges. 

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