New Freshdesk phone number format

[jmauzyk]

Freshdesk now requires phone numbers to be submitted in a specific format when making API requests for contacts and tickets. Specifically, phone numbers can only include + and numeric characters. If this format is not used, the API request returns an error.

Right now I'm using an event to handle formatting numbers as needed prior to sending the payload, but I was interested in updating the Freshdesk integration so that the default integration behavior matches the new requirement.

I was looking at changing the IntegrationField type to TYPE_PHONE for those fields, but that doesn't completely match the needed format. It looks like libphonenumber\PhoneNumberFormat::E164 would format phone numbers as needed, removing any unwanted characters as well as any extension, but I didn't see any way to specify that format for a phone IntegrationField.

Wondering if you have any suggestions for how to handle this elegantly, or if maybe it's best to just handle the string formatting within Freshdesk::sendPayload().

[engram-design]

Yep, so changing that to TYPE_PHONE should use the international format of the phone number. Do note that you'll need to both refresh the integration (hit the "Refresh Integration" button in form settings) and re-save the form so kick in that field type change.

But you do make a great point, it's not technically what we want. Have a look at some examples from their docs:

// Produces "+41446681800"
echo $phoneUtil->format($swissNumberProto, \libphonenumber\PhoneNumberFormat::E164);

// Produces "+41 44 668 18 00"
echo $phoneUtil->format($swissNumberProto, \libphonenumber\PhoneNumberFormat::INTERNATIONAL);

We really do probably want the E164 format. I'm reasonably comfortable making this change now, as I don't think we should be formatting phone numbers in a certain way sending them to an integration. It should be as "raw" a value as possible.

Updated for the next release. To get this early, run composer require verbb/formie:"dev-craft-5 as 3.1.11".