Anyone who has implemented Zendesk on a larger scale have advice on how to work with Zendesk's rules and limitations on phone numbers and identities?
The Zendesk Support API does not allow for modeling users and phone numbers based on even typical applications.
For example, there is no concept of a company. A company might have several phone numbers, plus many employees. With any employee calling in to Zendesk, you would hope they would show up as the company. And having the company, Zendesk should offer a list of known employees from which to choose to ID that caller/ticket.
Also, Zendesk enforces uniqueness on phone numbers used as an identity. This forces any application tied to Zendesk to enforce that same rule. If we don't enforce it locally, only the first user we push into Zendesk makes it. All subsequent using that number will fail. The issue really comes in when considering user error, such as a user on our site creating two nearly identical accounts.
For us to deal with Zendesk's arbitrary rule on uniqueness, we have to push that requirement all the way back onto our end users. Not idea.
What about a user typing in the same number for their office phone and their direct line?
Any advice or guidance would be appreciated!
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