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 porting. Which option I should choose?

Answer

If your phone numbers exist outside of Zendesk, using call forwarding can be costly. Porting a number offers an integrated experience, with additional features, such as IVR configuration and routing.

Call forwarding involves the costs below:

An inbound call to Zendesk from an end user

An outbound call to a phone number

Additional call charges from an existing phone carrier or provider

Porting a number involves these costs:

An inbound call to Zendesk from an end user

An agent leg cost, which is affordable when your agent answers from a web browser