Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes. The number an agent picks in the call console is the caller ID, and an outside number can be added as an external number on Professional and Enterprise.
Can I change the number people see when we call?
Yes. Agents choose from the outbound-enabled lines in the call console, and whichever they pick is what the customer sees. To fix it to one number, switch off outbound calling on every line but one and refresh the browser.
Showing a number that is not a Zendesk line
Add it as an external number: Admin Center, Channels, Talk and email > Talk, the Lines tab, then Add line > Add an external number. You are called on it and type back the code.
It is Professional and Enterprise only, needs at least one Zendesk number already bought and international calling switched on, which we arrange for you. The number attaches to your default brand as it stands that day, and it is outbound only: calls to it do not come into Zendesk. Numbers in Malta cannot be added at all.
Will the number arrive?
Not always, which matters before you build a callback promise on it. Some countries, Japan among them, do not carry an outgoing number and show "Anonymous" or "Unknown" instead. Carriers in some countries block or reject a call whose caller ID is not controlled by the line placing it. And if your data is moved to another region, external numbers stop working for outbound calls; porting the number into Zendesk is the way round that.
Pick the number that gets answered
Whatever you show has to be answered when somebody rings it back, and with several brands it should be that brand's own number. An unrecognised number is increasingly not answered at all.
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