Current Behavior

The triage agent may correctly identify or confirm an end user’s phone number during an mChat or triage interaction.

The correct number is recorded in ticket notes only.

The ticket phone number field remains unchanged, even when incorrect.

Problem

Technicians rely on the phone number field—not notes—for outbound contact.

Incorrect phone data persists after being validated.

Manual correction by technicians or service desk staff is required.

This creates unnecessary friction and delays during ticket handling.

Requested Behavior

When the triage agent confidently identifies a correct phone number:

Automatically update the ticket’s phone number field with the validated value.

Log the update in ticket notes for audit visibility.

Business Value

Improves ticket data accuracy

Reduces manual rework by technicians and service desk staff

Enables faster client contact and resolution

Aligns with existing mChat functionality that already updates other ticket attributes (e.g., status, categorization)