Announcing callback support for Talk SIP-IN lines

Announced on | Rollout starts | Rollout ends
March 31, 2025 | March 31, 2025 | April 7, 2025

We're excited to announce callback support for SIP-IN lines in Zendesk Talk, enhancing the SIP capability. Callback lets callers choose between waiting on hold or requesting a callback without needing to stay in the queue, improving their overall experience.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

Admins can now configure callbacks directly within the SIP line settings. When configured, callers can request a callback by dialing a specific number to hold their place in the queue until an agent becomes available to return the call. This process mirrors how callbacks are managed on standard phone lines.

Callback functionality specific to SIP-IN lines includes:

You must select an outbound standard (PSTN) phone number in your SIP-IN line settings to use callback. A callback initiates an outbound call using this line and is charged at PSTN rates.

If the caller has entered no new number during the callback greeting, the caller number is derived from the "from" SIP URI.

Why is Zendesk making this change?

Zendesk is committed to improving the SIP experience for customers and callers. The ability to request a callback enhances the call center experience by providing flexible options that reduce the time the caller has to wait in the queue and increase customer satisfaction.

What do I need to do?

After the rollout, the functionality will be available in your account.

To leverage this new feature, navigate to the SIP-IN line settings to enable callbacks. To successfully configure callback, make sure to select an associated outbound phone number in the line settings.

For more information, see Enabling customer callback.

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.