The default add ticket form in the help center accepts the customer name and email (contact fields) and of course, the related ticket information. When the ticket is submitted, a contact is created with the name and email, the ticket is created with its information and then attached to the newly created contact.

Here is our issue, we use the phone bridge to pop up the customer when / if they call in. We want to also capture the phone number  when a customer submits a ticket using the add ticket form. However, the only way we see to accomplish this is to add the phone number field to the ticket layout and make it required. This does not make sense because phone number stored in the ticket will not be considered contact related and therefore not exist when the system creates the contact.

The ultimate question, how to add contact related fields to the help center "add ticket" form? Or, if we add the phone number field to the ticket layout, when help center creates the contact, will it use the phone number in the ticket to update the contact phone number?

We need to capture the phone number so when help center creates the contact, the phone number is available in the resulting contact.

Regards,

Drew