How do phone numbers in user profiles get validated?
Zendesk has introduced changes to the way we validate phone numbers in user profiles when "Validate user phone numbers" setting is turned off. This setting can be found by navigating to Admin > Settings > Customers:
When creating new user identities, by adding a contact number, no formatting will be applied if the setting is disabled and already added numbers will remain unchanged.
Similarly activating this feature, where it was not previously enabled, will not retrospectively format or de-format already added numbers. The setting will only apply to new identities added after the setting change has been made.
Zendesk recommends that this setting is enabled so that Zendesk Talk can correctly associate phone numbers from inbound calls with user profiles and facilitate outbound calls to numbers in the user profile.