I have a field that is fed in through an integration for phone numbers and I want to update the customer Phone record in Zendesk Support with this field. What is the best way to do an automated update?
You can use the Update User API end point to update the Phone property of your customer. If the number you send is unique in Zendesk, the number is added as a direct line. If the number you send is already in use on other user profiles, the number is added as a shared number.
A caveat applies to this procedure. If the user already has a shared line and you use this method to send a new unique phone number, Zendesk removes the shared line from the user. To add a direct line phone number to a user without disrupting a shared line, use User Identities API end point.
For more information, see this article: Understanding how Talk calls become tickets