Earlier this month
an upcoming change to phone numbers. Based on customer feedback and other factors, we have decided to delay this change as well as who it will affect. The new change will allow customers to opt-in to phone number validation via an account setting. Defaulting to a direct-line will not change, however, if a number does not pass requirements for becoming a direct line the behavior will fall back to how phone numbers are currently created for users (if the validation is not enabled in settings).
Beginning Monday, September 19th , an option to require phone numbers validate as E.164 compliant international telephone number will be added to Zendesk Support account settings. By default, the setting will be 'off' and require an administrator to enable. New numbers created by users will be saved as a direct-line if possible, otherwise they will be stored as they are currently.
For certain use cases it may not be desirable for phone numbers to save as direct-lines . In this case the following parameter can be passed in with the user object: "shared_phone_number":"true" . When this parameter is passed with the object and set to true the API will not attempt to set the number as a direct-line.
- Note: This is an update to the announcement article published earlier this month regarding phone number validation.
If you currently do not validate phone numbers in your Zendesk applications or integrations we still recommend eventually doing so. There will be upcoming features that may rely on phone number validation which you may want to take advantage of. There are a lot of tools available to make this job easier and more reliable. One of the more popular and heavily ported libraries is Google's libphonenumber .