Question
I want to delete a phone number from a customer profile or account in Support, but the option is grayed out. How do I remove the email or phone number?
Answer
If a phone number is the primary form of contact for a user profile you will not be able to remove it. To resolve this problem, add a new phone number first.
To replace a phone number
- Open the user profile.
- Click + add contact on the left sidebar.
- Add a replacement phone number and click outside of the text field to save the new number.
- Click the original phone number and select Remove.
Once you have added a replacement phone number you will be able to remove the phone number from the profile.
Note: If you wish to remove your account phone number from Zendesk Talk entirely, see the article: Managing Zendesk Talk lines.
For more information, see these articles:
3 comments
Reba Hoeschler
We need to remove the phone number entirely and are unable to do so as they use a shared phone number with other users.
1
Christine
I have created a ticket on your behalf so I can look into the issue more.
Kindly check your email for updates. Thanks!
0
Jillian Tse
Hello! I have a user that has a direct line phone number and a non-direct line phone number in their account. The non-direct phone number is an incorrect number. The option to remove the non-direct line is grayed out. Why is this?
0
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