Why can't I remove the phone number from a user profile?

Question

I want to delete a phone number from a customer profile or account in Support, but the option is grayed out. How do I remove the email or phone number?

Answer

If a phone number is the primary form of contact for a user profile you will not be able to remove it. To resolve this problem, add a new phone number first.

To replace a phone number

Open the user profile.

Click + add contact on the left sidebar.

Add a replacement phone number and click outside of the text field to save the new number.

Click the original phone number and select Remove.

Once you have added a replacement phone number you will be able to remove the phone number from the profile.

Note: If you wish to remove your account phone number from Zendesk Talk entirely, see the article: Managing Zendesk Talk lines.

For more information, see these articles:

When I try to update my email address the option is grayed out

Managing end users