Question
How can I add a user's phone number in Zendesk? Can extensions be added for direct lines?
Answer
Talk's phone services route through Twilio. Zendesk systems utilize their guidelines for formatting phone numbers.
Twilio's documentation recommends that you format phone numbers with the internationally standardized E.164 format. E.164 numbers can have a maximum of fifteen digits and are usually written as follows: [+][country code][subscriber number including area code]
.
An example of a US number in the E.164 format is +16175551212.
To add an extension to a user's phone number, append an x
and the extension to the end of the phone number. An example is +14155551212x123, as seen in the image below:
If you have the Validate user phone numbers setting enabled on your account, phone numbers added to user profiles without this format will fail to save to user profiles. For more information, see the article: Managing end-user settings.
When the Validate user phone numbers setting is turned off, no formatting will be applied to the number added in the Phone field for a user, even when setting that number as a direct line. This means that Zendesk will no longer automatically add the characters +1
or +
. Special characters such as ()
or additional spaces in the number will not be removed.
4 comments
Derek R. Santiago
Thanks for your guide!
0
Mark Pinfold
I have managed to get the E164 format working but wonder if my trigger is wonky?
I am testing using my own phone and am not receiving a text.
0
Destiny
Allow me to create a Support ticket on your behalf so we can troubleshoot your Text Trigger on your account. Cheers~!
0
Eric Brower
If a phone number has an extension appended, will it still match to the end-user? Or does it need to be entered separately too?
For example, can I just enter +15555555555x101 as the direct line, or do I also need +15555555555.
Agents are looking for a way to add extensions to numbers for easier callbacks.
0