Freshdesk is forcing all contacts to have consistent phone formatting - great in theory, but in practice, it makes the phone numbers extremely difficult to parse, and there’s no way to separate phone extensions.
For example, a phone number could be 1-234-567-8901 ext 234, but Freshdesk forces it to look like +12345678901234, which makes it impossible to know how many of those numbers are the extension that should be typed in later into the call. I’ve seen extension numbers between 3-5 digits long.
The article states that the + symbol is allowed, but it seems to only be allowed at the beginning of the number, so it can’t be used as a separator.
Please add the ability to add an “x” or some other symbol to separate extensions, and ideally the - symbol to make the number easier to read out.
