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Adding phone number for a new contact created from an email

Related products:Freshdesk
  • October 16, 2019
  • 1 reply
  • 41 views

On our website, we have a contact form requesting a customer to give us his phone number with his message.

This contact form send an email in Freshdesk -> creating automatically a new ticket -> creating automatically a new contact in Freshdesk database with the email of the customer.

Is it possible to automatically add the phone number in the Freshdesk database ?


Exemple, when a new ticket is created, we receive :


Name : Frédéric

Email : frederic@cozic.fr

Phone : 06xxxxxxxx

Message : blablablabl


The new Freshdesk contact contains only the email frederic@cozic.fr without a name our a number.

I would like the new Freshdesk contact contains email + Name + Phone Number.


It's an important feature for us, because we also use Freshcaller and that's a way to regroup email contact and phone contact.

Thanks for the help




1 reply

suprabha.somanathan
Community Debut

Hey Frédéric,

This sure is an interesting ask! Directly having the incoming email parsed and updating the contact's email address with a piece of information from the content itself in the mentioned might not be possible, however, we could explore the possibilities of implementing this using a custom app in Freshdesk.

Please feel free to write to us at support@freshdesk.com for further assistance on this.

Cheers!