Announcing configurable IVR greeting repeat count for Zendesk Voice









Announced on
Rollout starts
Rollout ends


June 18, 2026
June 18, 2026
June 24, 2026


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. This announcement answers the following questions:
What is changing?
Why is Zendesk making this change?
What do I need to do?
What is changing? 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. With this update, admins can now configure how many times the IVR greeting repeats, from one to three, before routing to the default option. To preserve the current experience and avoid any disruptions, the default remains at three. We’ve also refreshed the IVR settings page to match Zendesk’s modern look and feel for a cleaner, more consistent experience. Why is Zendesk making this change? 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. The updated IVR settings page aligns with Zendesk's latest platform design standards. What do I need to do?
No action is required if you want to keep the current behavior.
If you want callers to reach the default option sooner, update the repeat count in your IVR settings. For more information, see Routing incoming calls with IVR.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.