David Johnson

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:

This would be a very useful feature, especially when looking to clear out test tickets during implementation. Going through the API is too complicated for such a simple task.