We need to store 2 different telephone numbers in our customer profile:
phone = office telephone number, possibly with extension
mobile = cell phone number (able to receive SMS text messages)
At present, there is only one field: "phone".
We use a custom Zen-SMS integration to send SMS text messages to customers, triggered by certain changes to their support ticket, and we want to be able to automatically pull the "mobile" number from the user profile.
Being able to contact customers is an essential part of good customer service, and limiting the profile to a single telephone number (with no indication of it being an office number, cell number, daytime, or evening) is simply not good enough anymore.
I could go on and on explaining why Zendesk needs to support 2 phone numbers in profiles. ... How much persuasion do you really need? Just do it.
-- David Jones