Provide multiple phone numbers via {user.phone} placeholder in Macros
Feature Request Summary:
Macros / Placeholders should be able to pull more than 1 phone number from a customer record. Currently the {user.phone} placeholder only pulls through the 1 number.
Description/Use Cases:
Many of our customers have multiple phone numbers, whether that be shared common area branch phones, mobile phones, desk or landline phones. The numbers are stored on the customer profile. We often use macros to provide the customer contact phone numbers to external/non-zendesk users such as sales staff or third-party contacts who are not Zendesk agents.
Business impact of limitation or missing feature:
Productivity loss. It results in additional time and handling on tickets. and increases the number of errors and rework as agents are not providing all contact numbers.
Other necessary information or resources:
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Being able to see all phone numbers (and really all contact info) via API seems connected to this and would be a crucial improvement to many of our integrations and workflows. Hoping this is something that can be added in the very near future.
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Seems there is currently no way via API/placeholders to extract this data from user profiles, which is quite unfortunate.
Hoping to see this implemented in the near future as accessing user information via API is critical to many of our operations.
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