Adding Zendesk phone lines for voice

<body>
<p id="docs-hc-snippet" style="display: none;">A Zendesk Suite trial comes complete with a phone number you can start using immediately. After the trial is over, you can buy more phone numbers from Zendesk. If you already have a support phone number, and want to keep using it, you can forward calls from your support number to the Zendesk phone number.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_talk_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Talk Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p">A Zendesk Suite trial comes complete with a phone number you can start using immediately.
After the trial is over, you can buy more phone numbers from Zendesk. If you already have a
support phone number, and want to keep using it, you can forward calls from your support
number to the Zendesk phone number.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="id_4408824192026__ul_ugx_rc5_gv">
<li class="li"><a class="xref" href="#add-line">Adding a new line</a></li>
<li class="li"><a class="xref" href="#add-external-number">Adding an external number for outbound calls</a></li>
<li class="li"><a class="xref" href="#forward-calls">Forwarding incoming calls from an existing number to Zendesk</a></li>
<li class="li"><a class="xref" href="#add-biz-address">Adding a local business address</a></li>
</ul>
Related articles:<ul class="ul" id="id_4408824192026__ul_zkc_xxc_1fc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881907994" target="_blank">Managing Zendesk phone lines</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/1260805715389" target="_blank">Adding a digital line</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">Adding a SIP-IN line</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="add-line">
<h2 class="title topictitle2" id="ariaid-title2">Adding a new line</h2>
<div class="body">
<p class="p">For a detailed list of numbers you can purchase, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk phone number availability and pricing</a>. Some countries have
specific regulatory requirements and you may be required to verify your business before you
can purchase a number. For a full list of requirements, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824253978" target="_blank">Zendesk voice and text number regulatory requirements</a>. For more
information about how to verify your business for Zendesk phone number purchasing, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826639386" target="_blank">Verifying your business for purchasing a Zendesk phone number</a>.</p>
<p class="p">If you have an existing telephone number that you use for support calls, you can forward
these calls to your Zendesk phone number. If you have a United States (US) based number, you
can port the number to Twilio to use as your Zendesk phone number. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834776858-Porting-numbers-into-Zendesk-Voice" target="_blank">Porting numbers into Zendesk.</a></p>
<p class="p"><strong class="ph b">To add a new line</strong></p>
<ol class="ol" id="add-line__ol_soq_qgv_ld">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="add-line__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click <strong class="ph b">Add line &gt; Purchase a new number</strong>.<p class="p"><img class="image img-screenshot" id="add-line__image_hgf_qiv_ld" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_newnumber.png"></p>
</li>
<li class="li">Choose a country, and select the number type for example, local or toll free. A list of
available numbers is displayed.<p class="p"> One or more of the following icons appear next to each
number to show whether the number is voice, text, or MMS compatible.</p>
<p class="p"><img class="image" id="add-line__image_pwd_4hx_shb" src="http://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_capability_icons.png"></p>
</li>
<li class="li">If you'd like to refine your list of options, you can search for phone numbers or vanity
numbers containing specific sequences of letters or numbers.</li>
<li class="li">Select a phone number and then click <strong class="ph b">Next</strong>.<p class="p">The phone number is free during a
trial, but you cannot change your number during a trial.</p>
</li>
<li class="li">Review the number you selected and the monthly deduction amount, then click
<strong class="ph b">Next</strong>.</li>
<li class="li">If the number requires an approved business verification, select the correct business
verification and address, then click <strong class="ph b">Next</strong>.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you don't have an approved business verification for the country and number
type, you won't be able to continue purchasing a number. For more information about
how to verify your business when purchasing a Zendesk phone number, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826639386" target="_blank">Verifying your business for Zendesk phone number
purchasing</a>.</div>
</div>
</li>
<li class="li">Some countries might not require you to have an approved business verification but you
might be required to enter a business address. Enter your business address, then click
<strong class="ph b">Next</strong>.</li>
<li class="li">Click <strong class="ph b">Finish</strong>. <p class="p">You can now start making and receiving calls with your chosen
number.</p>
</li>
</ol>
<div class="section" id="add-line__section_m5g_kds_31c">
<h3 class="title sectiontitle">About searching for a number</h3>
<p class="p">When you add a line, you can search for phone numbers containing specific sequences of
letters or numbers. How you search for a phone number depends on whether you are in the US
or Canada, or in a country outside of North America. </p>
<ul class="ul" id="add-line__ul_tmy_kds_31c">
<li class="li">
<strong class="ph b">In the US and Canada</strong>: You can enter a specific number combination in your
search. For example, searching for 123 will return phone numbers that contain this
sequence anywhere in the number, such as 123XXXX, XXXX123, or XX123XX.</li>
<li class="li">
<p class="p"><strong class="ph b">Outside of North America</strong>: When you search for a specific number combination,
the default is to search for a number that starts with that specific number sequence.
For example, searching for 123 will only return numbers that start with 123, such as
123XXXX. This is by design to assist you in searching for a number in a specific
region or city where your business is located, as is often mandated by local telecom
regulators.</p>
<p class="p">As a workaround to extend your search, you can use the asterisk (*) as a wildcard
character. This will return results that have your number combination match any
number. For example, if you search for **** **1234 in the UK, the search will return
any number ending in 1234, regardless of the area code. Likewise, if you search for
1234**9876 in the UK, the search will return numbers ending in 9876, in the 1234 area
code</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="add-external-number">
<h2 class="title topictitle2" id="ariaid-title3">Adding an external number for outbound calls</h2>
<div class="body">
<p class="p">External numbers for outbound calls is only available on Professional and Enterprise plans.
To add an external number, you must have purchased at least one Zendesk number, plus have
international calling activated. To activate international calling, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk customer support</a>. New external numbers are associated with
your default brand at the time the number is added.</p>
<div class="note note">
<span class="notetitle">Note:</span> For regulatory reasons, you cannot add external numbers from Malta.</div>
<p class="p">When agents place outbound calls, the number selected in the call console appears as the
caller ID. If you have an outside number that you'd like to appear for caller ID instead,
you can add it as an external number. This doesn't route incoming calls to the external
number into Zendesk. It only allows you to place outbound calls using the external number.
Keep in mind the following limitations:</p>
<ul class="ul" id="add-external-number__ul_v2f_nkq_1jc">
<li class="li">Some countries, such as Japan, don't support adding a phone number to an outgoing call
and will display "Anonymous" or "Unknown" instead of the number.</li>
<li class="li">In some countries, carriers may block or reject calls if the caller ID isn't
controlled by the line making the call.</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you enable data locality to move your data to another region, then you'll no longer
be able to use external numbers for outbound calling. To overcome this, you can request to
have the external number ported into Zendesk. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834776858" target="_blank">Porting numbers into Zendesk</a>.</div>
</div>
<p class="p">For details on configuring an external number for your outbound caller ID, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893291930" target="_blank">Standardizing your outbound caller ID</a>.</p>
<div class="p">
<strong class="ph b">To add an external number</strong><ol class="ol" id="add-external-number__ol_sls_svy_31b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="add-external-number__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click <strong class="ph b">Add line</strong> &gt; <strong class="ph b">Add an external number</strong>.<p class="p"><img class="image img-screenshot" id="add-external-number__image_pl4_ghn_j1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/embedded_voice_5.png"></p>
</li>
<li class="li">Enter the external number in the window that appears and click <strong class="ph b">Call</strong> to receive
a verification code.<p class="p"><img class="image img-screenshot" id="add-external-number__image_trb_5hn_j1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/enter_ext_number.png"></p>
</li>
<li class="li">Enter the verification code from the screen on your phone to verify the external
number. <p class="p"><img class="image img-screenshot" id="add-external-number__image_wj1_vhn_j1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ext_number_verify.png"></p>
</li>
</ol>
</div>
<p class="p">The external number now appears in your list of phone lines.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> An external number uses your Zendesk number to make outgoing calls.
Because of this, you will be charged the same rate as any other outgoing call.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="forward-calls">
<h2 class="title topictitle2" id="ariaid-title4">Forwarding incoming calls from an existing number to Zendesk</h2>
<div class="body">
<p class="p">If you want to keep using an existing telephone number for support, you can forward the
calls to a Zendesk number. If you have a US-based number with another carrier, you also have
the option of porting the number to Twilio (our voice service provider) to use as your
Zendesk number. </p>
<p class="p"><strong class="ph b">To forward calls</strong></p>
<ol class="ol" id="forward-calls__ol_dcd_jc5_gv">
<li class="li">Set up a Zendesk number as described in the section above.</li>
<li class="li">Ask your telephone service provider to forward calls to the Zendesk number.</li>
</ol>
<p class="p">Make sure to check with your existing provider about passing the inbound caller ID to your
Zendesk number.</p>
<p class="p"><strong class="ph b">To port an existing number to Zendesk</strong></p>
<p class="p">Zendesk lets you move or "port" your existing phone number to Zendesk for many countries.
Bear in mind that this process might take some time, so factor that into your plans. To get
started, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834776858" target="_blank">Porting numbers into Zendesk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="add-biz-address">
<h2 class="title topictitle2" id="ariaid-title5">Adding a local business address</h2>
<div class="body">
<p class="p">When adding a new line to Zendesk, for some locales, you'll need to add a local business
address.</p>
<p class="p">If you're adding a new number from one of these locales, you'll be prompted to enter the
address while purchasing the number (see <a class="xref" href="#add-line">Adding a new line</a>).</p>
<p class="p">If you're using an existing number that requires an address, you can enter it. </p>
<p class="p">For a full list of address and documentation requirements for Zendesk numbers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824253978" target="_blank">Zendesk voice and text number address requirements</a>.</p>
<div class="p">
<strong class="ph b">To add a local business address for an existing number</strong><ol class="ol" id="add-biz-address__ol_ctp_1dd_yt">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="add-biz-address__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Addresses</strong> tab.</li>
<li class="li">Click <strong class="ph b">add address</strong>.</li>
<li class="li">Enter your address details.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824192026-Adding-Zendesk-phone-lines-for-voice",
"url": "https://support.zendesk.com/hc/en-us/articles/4408824192026-Adding-Zendesk-phone-lines-for-voice",
"headline": "Adding Zendesk phone lines for voice",
"description": "You can add new phone lines, external numbers for outbound calls, forward existing support calls, and add local business addresses to manage your voice communication setup.",
"articleSection": "Setting up your voice channel",
"datePublished": "2021-10-16T03:46:04+00:00",
"dateModified": "2026-05-10T22:28:28.179127+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824192026-Adding-Zendesk-phone-lines-for-voice"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script>
</body>