Comments

11 comments

  • Official comment
    Avatar
    Caroline Kello

    The multiple phone numbers feature is now live! Please see announcement here

  • Avatar
    Andrew J

    Hello Alexander,

    Its not possible in the phone field at this point.  But we use the notes and details field for this kind of info.

  • Avatar
    Alexander Westlund

    Ok, but then if we use Zendesk Voice and the customer calls us from the landline then we will se which customer is calling and a new ticket will be generated on that customer / user. But if they call from the mobile we won't get information on wich user it is and the ticket will not be created on the user directly?

  • Hi Andrew,

    Will Zendesk understand which customer is connected to that specific mobile number that is added in the notes or detail field? 

    For example, a customer calls using a mobile number that is added in the detail field of his/her profile. When generating the ticket for this call, will Zendesk voice add this customer as the submitter or is Zendesk going to make a new customer based on the mobile number?

    Thanks,

    Christian

  • Avatar
    Steve Aaron

    This would indeed be a nice feature to have

  • Avatar
    Brandon K.

    @Christian: Zendesk will be unable to read the numbers in the notes and details fields to pull up the associated user profile. You will need to put the number as a phone contact on the user profile. You can currently only have one phone number per profile.

  • Avatar
    Mikkel

    This would be a really nice feature - and in 2015 a need to have feature!

    About 50 percent of the calls to our helpdesk is from mobile phone. And then we have to create the requester manually

  • Avatar
    Alexander Westlund

    Ya I have been waiting a long time for this to happen, we have cell numbers on all our customers.

  • Avatar
    Jessie - Community Manager

    Hey guys!

    This is actually something that a number of people have requested.

    As you can see here -  How to handle multiple phone numbers / address when creating user? - this feature isn't currently planned. This doesn't necessarily mean it's off the table forever, but it's not on the roadmap right now.

    There's another post about this that's seen a lot of action in our Product Feedback Forum, and I'd encourage you to pop over there to add your vote and use case to the discussion:  add "mobile" to customer profile, ... enable multiple phone numbers in profile (office, mobile)

    This is the best way for our Product Managers to get a clear picture of what features our customers are looking for!

  • Avatar
    Caroline Kello

    Hi everyone,

    Happy to say that the first part of the work to add multiple phone numbers is almost complete. It will allow you to add multiple numbers against a customer, if you are a Talk customer during an incoming call we will search through those numbers and find a match and associate the number with the correct user.
     
    We’ll be announcing a beta for this in the coming weeks, and will be sure to post the links here so that anyone interested can sign up.
     
    Thanks,
    Caroline
  • Avatar
    Caroline Kello

    Hi everyone,

    Signup for the Multiple Phone Numbers beta is here: https://goo.gl/forms/Jh0SkLH98mBUiey23. Once you've signed up it will take us a week or so before the feature is switched on for your account.

    Thanks,

    Caroline

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