Hello,
Zendesk currently allows IVR routing only to external phone numbers. This prevents customers from using IVR to route calls between phone lines that exist within the same Zendesk account.
This limitation reduces flexibility in multi‑line setups and prevents consolidated call‑flows within a single platform.
Suggestion for improvement:
Allowing IVR routing to other Zendesk‑managed phone lines within the same instance, similar to how external number routing works today.
Zendesk Talk allows you to transfer calls to other internal Zendesk numbers (or external numbers) via the IVR system, it doesn’t need to be external to Zendesk.
Thanks,
Hello @ferran12 ,
Thank you for the update.
Your feedback doesn't align with our tests that we did.
When setting up an IVR menu and choosing an active routing to a "Number" from Actions section, gives an error when trying to insert the already registered phone number we have in Zendesk:
This behavior is still observed, as I have tested again today and have no ability to set this up.
Thank you!
We tried it, and it's working well for us. Please make sure that the number is in the E164 format. If you still encounter issues, please raise a ticket with our Support.
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