Porting numbers for Zendesk Talk

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<p><span style="font-weight: 400;">If you have an existing phone number that you use for support calls, you might be able to port this number for use in Zendesk Talk.</span></p>
<p><span style="font-weight: 400;">The most up-to-date information can be found in our <a href="https://support.zendesk.com/hc/en-us/articles/4408824253978" rel="noopener" target="_blank">regulatory requirements article</a>. If there are porting guidelines for a given country, then porting is possible. </span><span style="font-weight: 400;"></span></p>
<p><span style="font-weight: 400;">This article contains the following topics:</span></p>
<ul>
<li><span style="font-weight: 400;"><a href="#h_0127a901-22ad-4c7f-b0ee-fcb30d2b0d52" target="_self">Before you start</a></span></li>
<li><span style="font-weight: 400;"><a href="#h_38f32448-8b6f-4da6-baab-98dbf376af91" target="_self">Information to submit when porting a number</a></span></li>
<li><span style="font-weight: 400;"><a href="#h_2a54cf2a-04db-4584-8034-6b682fa68e8b" target="_self">What to expect after your request</a></span></li>
<li><a href="#h_c31f789b-d993-4b7e-9a83-8f0e6d89fad4" target="_self">Porting a number out of Talk</a></li>
</ul>
<h2 id="h_0127a901-22ad-4c7f-b0ee-fcb30d2b0d52"><span style="font-weight: 400;">Before you start</span></h2>
<p><span style="font-weight: 400;">To get this process started, we need some information from you about your current number and your provider. Before initiating a port request with us, keep the following in mind:</span></p>
<ul>
<li>You must have a valid, paid subscription. You can't port numbers while you're on a trial plan. <span style="font-weight: 400;">There are no exceptions.</span>
</li>
<li><span style="font-weight: 400;">Porting local US numbers requires a valid US address. This must be a physical address. PO Boxes aren't valid for this purpose.</span></li>
<li><span style="font-weight: 400;">Porting US and Canada numbers can take between one and four weeks. Other numbers can take six or more weeks. During the process, consider forwarding calls from your current provider to a phone number in Talk to provide a smooth transition.</span></li>
<li>
<span style="font-weight: 400;">After a porting date is set by us, changing it can be difficult and cause potential issues. Don'</span><span style="font-weight: 400;">t initiate ports until you are ready.</span>
</li>
<li><span style="font-weight: 400;">Ask your current carrier not to disconnect the number until you tell them to do so.</span></li>
<li><span style="font-weight: 400;">Zendesk Talk is compliant with Canadian CRTC regulations.</span></li>
</ul>
<p>To understand if porting is possible in your country, see <a href="https://support.zendesk.com/hc/en-us/articles/4408824253978" rel="noopener noreferrer" target="_blank">Zendesk Talk and Zendesk Text number regulatory requirements</a> and look for the porting guidelines in your country's section. If no porting guidelines exist, then porting is not currently available for that country. </p>
<h2 id="h_38f32448-8b6f-4da6-baab-98dbf376af91">Information to submit when porting a number</h2>
<div class="note note">
<span class="notetitle">Note: </span> <span>You should not initiate the port until your go-live date to prevent porting early. In some circumstances, Zendesk might be able to request specific porting dates. When Zendesk is unable to schedule a specific date, porting will be scheduled as soon as possible.</span>
</div>
<p>When you are ready to port your number, <span data-sheets-hyperlink="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support" data-sheets-userformat='{"2":1313281,"3":{"1":0},"12":0,"14":{"1":2,"2":1136076},"21":1,"23":1}' data-sheets-value='{"1":2,"2":"contact Zendesk customer support "}'><a class="in-cell-link" href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support" rel="noopener" target="_blank">contact Zendesk Customer Support </a></span> with the following information:</p>
<ul>
<li><span style="font-weight: 400;">The phone numbers you would like to port.</span></li>
<li><span style="font-weight: 400;">The current carriers for the number(s) being ported.</span></li>
<li><span style="font-weight: 400;">Relevant <a href="https://support.zendesk.com/hc/en-us/articles/4408824253978" rel="noopener" target="_blank">regulatory documentation</a> for the phone number/country being ported.</span></li>
<li><span style="font-weight: 400;">Does the current carrier of that phone number use 'Twilio' as their provider? If so it's a number move, not a port, this is good as it's much quicker!</span></li>
<li><span style="font-weight: 400;">The country and type (local/national/toll-free) for the phone number.</span></li>
<li><span style="font-weight: 400;">Your most recent billing statement for the number is dated within 3 months.</span></li>
<li>
<span style="font-weight: 400;">If you are porting a US-based number, include this filled-in </span><a href="https://zendesk.box.com/s/e6a9afdc43d19e3d700b" rel="noopener" target="_blank">Letter of Authorization form</a><span style="font-weight: 400;">. The date on the Letter of Authorization must be no older than 30 days. </span><span style="font-weight: 400;">If you are porting from a different country, Zendesk will reach out to you for any additional documentation necessary.</span>
</li>
<li><strong><span style="font-weight: 400;">If you are moving a number from another Twilio-based carrier and have your Twilio account SID from the current carrier, please also include that. If you are moving from a current Zendesk account to a different Zendesk account, give us the subdomain the number is currently on and the one it is being moved to. </span></strong></li>
<li>
<p id="h_01HPS7ABK5HXCWK9NQYME55VE0"><strong><span style="font-weight: 400;">If the number to be ported is a cellphone number, you'll need to submit your account details and PIN number in the porting request.</span></strong></p>
</li>
<li>
<p id="h_01HPS7ABK5HXCWK9NQYME55VE0"><span style="font-weight: 400;"></span>If the number is going be used for outbound text messages, check you have submitted all of the necessary <a href="https://support.zendesk.com/hc/en-us/articles/4408824253978-Zendesk-Talk-and-Zendesk-Text-number-regulatory-requirements" rel="noopener noreferrer" target="_blank">Regulatory Documentation</a>. If you have already submitted the necessary A2P documentation for outbound texting, when submitting the porting request, confirm that the number will be used for outbound texting to ensure the new number is added to your campaign.</p>
</li>
<li>
<p>Confirmation from the Zendesk account owner to start the porting process.</p>
</li>
</ul>
<h2 id="h_2a54cf2a-04db-4584-8034-6b682fa68e8b">What to expect after your request</h2>
<p><span style="font-weight: 400;">We will keep you up-to-date throughout the porting process. We might reach out to you to obtain additional documentation or information if specific countries have different requirements. If at any point in the process you have questions, let us know.</span></p>
<h2 id="h_c31f789b-d993-4b7e-9a83-8f0e6d89fad4">Porting a number out of Talk</h2>
<p>There are a few steps to port a number away from Talk. The porting process involves different carriers and parties. Here you have a breakdown of how this process works:<br> <br>1. You submit the port request to your gaining/new carrier.<br>2. The gaining carrier submits the request to an underlying carrier, who then submits the request to our voice partner, Twilio.<br>3. If everything looks good on our partner's end, Twilio will notify us to approve or reject the port.<br>4. We will review the request and, if your account is in good financial standing, approve the port.</p>
<p>Zendesk is not in control of the timeline of port-out requests; the gaining provider controls this. The only role Zendesk plays in a port-out request is to approve it, which we do within 24 hours of receiving the request. </p>
<p>For help moving your Zendesk Talk number to another provider for any reason, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" rel="noopener" target="_blank">Zendesk Customer Support</a>. Typically, this is initiated on the gaining provider's side first by the Zendesk Customer who wants to move their number(s), the new provider asks us to release it, and we automatically approve (if your account is in good financial standing) when your gaining provider attempts to move the number from Zendesk Talk. </p>
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