Announcing configurable IVR greeting repeat count for Zendesk Voice

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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 506.328px;"><strong>Announced on</strong></td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;"><strong>Rollout starts</strong></td>
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<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 506.328px;">June 18, 2026</td>
<td style="border-color: rgb(229, 229, 226); padding: 0.4em; text-align: left; vertical-align: middle;">June 18, 2026</td>
<td style="border-color: rgb(229, 229, 226); height: 22px; padding: 0.4em; text-align: left; vertical-align: middle; width: 572.164px;">June 24, 2026</td>
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</table></figure><p>We’re updating Zendesk Voice (Talk) multi-level interactive voice response (IVR) to give admins more control over the caller experience and to modernize the settings interface.</p><p>This announcement answers the following questions:</p><ul>
<li data-list-item-id="e4179423d9c2e0ba67cd7180ea9852ba7"><a href="#h_01KV80WAQK6YK2WX095GFRPT6B">What is changing?</a></li>
<li data-list-item-id="e6850fa2f27d788115f5f0c34c43bcdf2"><a href="#h_01KV80WAQPA5GRCQVWXG9HHRVW">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e83374f1c533042d6bf0491fa7dcb98f8"><a href="#h_01KV80WAQQ7VE7AZV9H555DS50">What do I need to do?</a></li>
</ul><h3 id="h_01KV80WAQK6YK2WX095GFRPT6B">What is changing?</h3><p>Previously, the IVR greeting repeated three times before the call fell back to the default option. This behavior was hardcoded, which limited flexibility for customers seeking a faster routing flow.</p><p>With this update, admins can now configure how many times the IVR greeting repeats, from one to three, before routing to the default option.</p><figure class="wysiwyg-image"><img style="aspect-ratio: 1246/1394;" src="https://support.zendesk.com/hc/article_attachments/10907629944474" width="1246" height="1394"></figure><p>To preserve the current experience and avoid any disruptions, the default remains at three.</p><p>We’ve also refreshed the IVR settings page to match Zendesk’s modern look and feel for a cleaner, more consistent experience.</p><h3 id="h_01KV80WAQPA5GRCQVWXG9HHRVW">Why is Zendesk making this change?</h3><p>This update gives admins more flexibility to tune IVR flows to their needs. A quicker fallback to the default option will help callers reach the right agent or department faster. If preferred, the existing three-repeat behavior will continue to work as expected.</p><p>The updated IVR settings page aligns with Zendesk's latest platform design standards.</p><h3 id="h_01KV80WAQQ7VE7AZV9H555DS50">What do I need to do?</h3><ul>
<li data-list-item-id="e1c391cd021cb78a62d9f0cc161506362">No action is required if you want to keep the current behavior.</li>
<li data-list-item-id="eb5899638c88a90f73817d1de717751a7">If you want callers to reach the default option sooner, update the repeat count in your IVR settings. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR">Routing incoming calls with IVR</a>.</li>
</ul><p>If you have feedback or questions about this announcement, visit our <a href="https://community.zendesk.com/ideas?filters%5BproductArea%5D%5B0%5D=65">community forum</a>, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk Customer Support</a>.</p>