Previously, Zendesk Support only allowed for one number to be added for each user. Now you can store all phone numbers you have for a user and also set more than one number as a direct line. We know that users often have several numbers that they will use to contact you, and with this new capability you will be able to capture them all.
If you're a Zendesk Talk customer, callers may be identified on inbound calls if they’re calling from a number listed as a direct line on their user profile. After a ticket is created from that call, the requester and organization will be set automatically.
This way you will always know who is calling your Zendesk, no matter where they're calling from.
How does it work?
Check out the documentation here for a step-by-step guide on how to add phone numbers and more information on direct lines.
Who can use this feature?
Being able to add multiple numbers is available for all users on all plans.