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How to manage phone numbers in Talk

Zendesk Talk lines, common issues, and errors, necessary documentation, line regulations, number formats, using external phone numbers, toll-free numbers, and others.


How do I set up an IVR?

Question How do I set up an IVR or phone tree in Zendesk Talk to allow customers to route themselves with number sele...

Edited Jul 22, 2024

0 votes  ·  9 comments

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How do I set up call routing in Talk?

Question How do I set up the routing for customers that call my Talk phone number? Answer Once you added a phone numb...

Edited May 08, 2024

3 votes  ·  0 comments

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Why does the caller ID from a forwarded call differ from the phone number of the caller?

Question When an end user calls an external phone number, the call is forwarded to the phone number in Zendesk Talk. ...

Edited Jul 03, 2024

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Does Zendesk function as an Automatic Telephone Dialing System (ATDS)?

Question Is Zendesk an Automatic Telephone Dialing System (ATDS)? Answer No, Zendesk does not function as an Automati...

Edited Jun 13, 2024

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How can I choose between call forwarding and number porting in Talk?

Question When I want to use an existing phone number in Talk, there are two options: Call forwarding and number porti...

Edited May 07, 2024

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Does Zendesk offer 1-800 numbers for Talk?

Question I want to purchase a 1-800 US toll-free number for Talk. When I choose the number prefix, I see the message:...

Edited Apr 12, 2023

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How do I set up call routing with third party software?

Question How do I set up call routing with third-party software? Answer To set up Talk with third-party software, you...

Edited Mar 11, 2024

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How do I add a voicemail and greetings in Talk?

Question How do I set up voicemail and greetings in Zendesk Talk? Answer Prerequisites To follow the steps in this ar...

Edited Nov 28, 2022

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Why is there a delay in voicemail ticket creation?

Question Why I am seeing a delay in the creation of voicemail tickets in my account? Answer When the Transcribe voice...

Edited Mar 11, 2024

2 votes  ·  0 comments

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Workflow: How to set up Talk phone number as an information line only

Learn to set up your Talk phone number as an information line only, where only the voicemail message plays and calls ...

Edited Aug 23, 2024

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Does Zendesk Talk support CNAM?

Question On outbound calls, is it possible for my Talk number from the United States to display a business name, inst...

Edited Jan 10, 2024

1 vote  ·  8 comments

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Can I use my VoIP phone hardware with Zendesk Talk?

Question I currently have VoIP phone hardware that I'd like to use with Zendesk Talk. Is this possible? Answer Using ...

Edited Nov 10, 2022

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How do I prevent calls to my end users from displaying as spam?

Question How do I prevent calls to my customers from displaying as spam? Answer In a bid to crack down on fraud, carr...

Edited Oct 04, 2022

4 votes  ·  0 comments

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How can I upload documents for my Japanese phone number?

Question How can I upload documents for my Japanese phone number? Answer With Talk, certain phone numbers have specif...

Edited Aug 16, 2023

0 votes  ·  0 comments

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Can I disable automatic ticket creation for calls?

Question Can I disable automatic ticket creation for calls in Talk? Answer It isn't possible to disable automatic tic...

Edited Jan 20, 2025

1 vote  ·  7 comments

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Can I turn off inbound calls?

Question Can I switch off inbound calls and only have my agents making outbound calls? Answer No, Zendesk doesn't off...

Edited Apr 03, 2023

0 votes  ·  2 comments

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Can my customers give a satisfaction rating through Zendesk Talk?

Question Is it possible for customers to provide a satisfaction rating through Zendesk Talk? Answer No, it is not pos...

Edited Sep 01, 2023

3 votes  ·  7 comments

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Does Zendesk Talk have any restrictions on calling numbers in China?

Question Is it possible to make outbound calls to Mainland China using Zendesk Talk? Answer It is not possible to cal...

Edited May 03, 2024

2 votes  ·  2 comments

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Why does the country code default to +1 when I add a number to a user profile?

Question Why is my country code defaulting to +1 when I add a number to a user profile? Answer The Support interface ...

Edited Mar 11, 2024

3 votes  ·  2 comments

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Can I use my own company's phone number for Talk or Sell?

Question Can I transfer my own phone number over to use it with Zendesk Talk or Zendesk Sell? Answer Yes, you can por...

Edited Dec 21, 2022

3 votes  ·  0 comments

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I am unable to add business documents or purchase national numbers

Issue symptoms I am not able to upload business verification documents, or add a national phone number to my account....

Edited Apr 12, 2023

1 vote  ·  0 comments

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How to change the external number for one of my brands?

Question Can I change the external number associated with a specific brand? Answer Yes, natively Zendesk Talk associa...

Edited Dec 19, 2023

1 vote  ·  2 comments

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What are the accepted phone number formats for Talk?

Question How can I add a user's phone number in Zendesk? Can extensions be added for direct lines? Answer Talk's phon...

Edited Feb 21, 2023

13 votes  ·  4 comments

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Which codec does Zendesk Talk use?

Question Which codec does Talk use? Answer Talk uses G711 - 500 kbps needed per concurrent calls. For more informatio...

Edited Nov 21, 2024

0 votes  ·  0 comments

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Can I forward calls from my current toll-free number to my Talk toll-free number?

Question I'm trying to port my current toll-free number to Zendesk Talk and want to forward calls while the port is b...

Edited Apr 21, 2023

2 votes  ·  2 comments

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Why can't I add a Talk phone number from my country?

Question How can I add a phone number from a particular country in Talk if it is not on the available list of countri...

Edited Mar 11, 2024

1 vote  ·  0 comments

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How can I recover a Talk number?

Question My Talk number was deleted from my account, can I recover it? Answer Yes, contact Zendesk Customer Support ...

Edited Mar 11, 2024

2 votes  ·  0 comments

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Can I build a CTI integration for Zendesk?

Question Can I build a CTI integration for Zendesk? Answer Yes, CTI (Computer Telephony Integration) integrations off...

Edited Oct 23, 2023

3 votes  ·  1 comment

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