I’m looking to associate multiple phone numbers with users in Zendesk so that when they call from any of those numbers to Zendesk Talk, a ticket is automatically created for the corresponding user.
Currently, we’re syncing just one phone number via SCIM provisioning from Entra ID to Zendesk. If we change the attribute being synced in Entra ID, this creates a second phone number in the Zendesk user profile. However, I’d like to avoid manually switching the attribute in Entra ID each time to add another phone number.
Ideally, we could sync a list of phone numbers to the single phone attribute in Zendesk, and Zendesk would parse the numbers and add them individually to the user profile. Unfortunately, I haven’t found a way to make this work.
Any suggestions or ideas to achieve this would be greatly appreciated!
At the moment, this isn’t supported in Zendesk Talk via SCIM provisioning. Zendesk won’t accept a list of phone numbers in the single phone attribute or automatically parse and store multiple numbers under one user for caller matching, so Talk can’t reliably associate inbound calls to a user based on multiple synced numbers.
We appreciate you sharing this use case and feedback. We’re looking forward to it being considered for future improvements.
Best regards,