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Provide multiple phone numbers via {user.phone} placeholder in Macros



Posted May 06, 2022

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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8 comments

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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Expecting to view this executed soon as getting to client data through Programming interface is basic to large numbers of our tasks...!.

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Chris Wooten

Zendesk Luminary

Any update on this one?

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Any updates ? we still need this feature 

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you should be able to get the info via API using the Identities endpoint - https://developer.zendesk.com/api-reference/ticketing/users/user_identities/#list-identities

 

I'm not aware of any placeholder to get this info though.

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Salvador Vazquez

Zendesk Product Manager

Hey afezfaz, thank you for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. We will look into having multiple phone number options in the future instead of just having the main contact. For now this means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
 
Thank you again for your feedback and for being a valuable customer with Zendesk.

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Hi all,

I just wanted to let you know that we have updated our Extended Macros app on the Zendesk marketplace to support showing all of a user's phone numbers through a custom placeholder.  The app is free to use, so please feel free to give it a try and see if it can help out with your use case.  You can view the complete set up guide on our Help centre here.  Feedback is appreciated!

Cheers ~

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