Note: Number porting is available only for US and on Beta for Australian numbers currently.

You can port your number to Freshdesk from any existing service or helpdesk provider and use it in phone channel. This way, you don't have to buy a new number when you move your phone support to Freshdesk. 


You can port numbers from:

  • Existing Twilio account
  • Other service providers
  • Google voice

Porting from an existing Twilio account:

If you want to shift your number from your existing Twilio account to Freshdesk account, or from a different helpdesk tool to Freshdesk, then you have to follow the procedure given below.
  • Send an email to support@freshdesk.com requesting for number porting in Freshdesk with your current account SID.
  • Following this, you will be asked to send a confirmation email approving the porting process. This email should be sent to Twilio with your reference ticket number.
  • When the process is complete, we will let you know and you will be able to continue using your existing phone number.

Porting from other service provider: 

You can port your number from your existing service provider to Freshdesk by following these steps.
  • Send an email to support@freshdesk.com requesting for number porting.
  • You will be requested to fill an LOA form and to submit your billing statement for the previous month.
  • After the document verification, we will add the number to your Freshdesk account and will intimate you once the porting date is scheduled.
  • We will check in with you again after the completion of the porting process.
  • In case of an information mismatch, the porting process will be rejected by Twilio and we will get back to you with the details, for you to get it corrected.

Porting from Google voice: 


Porting a number from Google voice to Freshdesk follows a similar procedure as mentioned above.
  • Send an email to support@freshdesk.com requesting for number porting.
  • You will be requested to fill an LOA form and you will be asked to send the Google page where your number is listed.
  • On receiving these details, we will go ahead with the usual porting procedure as mentioned above.
  • Google voice porting can be rejected if the number has been freezed or locked by Google. In this case, you will be asked to contact your carrier to remove the Freeze feature. 
  • Once you submit a screenshot of the page that shows your number as 'Unlocked', we will continue with the porting process.


Porting of Australia Numbers:


With respect to porting in Australian numbers to Twilio, the following details would be required:
  • The authorized user or owner’s first and last name.
  • A list of the number(s) you want to port.
  • The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.
  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier. 
  • A Customer Service Record (CSR) - Optional
  • A scanned (or electronic) copy of the most recent phone bill (within the last 30 days) that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port.
There is a one time porting fee involved for international numbers:
  • Porting price for one Australian geographical number: $10.00 USD
  • Porting price for one Australian toll-fee number: $44.00 USD
  • Porting price for one Australian mobile number: $3.00 USD 
Feel free to drop an email to support@freshdesk.com for going ahead with the porting process.