To contact Zendesk Support for IVR issues, use the messaging widget to log a ticket. After the bot transfers you to a live agent queue, there might be a wait time, but you'll receive an email once your ticket is created. This ensures your issue is investigated further.
If your IVR greeting isn't playing, it might be due to having the number listed as an external number in your account. This can cause the Available agents greeting to play instead. To resolve this, remove the number from the External numbers list…
If your IVR menu isn't playing and the number isn't listed as external, it might be a different issue. In such cases, it's best to contact Zendesk Support for further investigation. You can log a ticket through the messaging widget, and a support…