I've searched all the templates and issue types, not one offers a field for an external customer to enter in their phone number. Have I gone blind or is there no phone number field at all?
All the template that are supposed to be used for external customers and public portal eg Facilities Management, Customer Service, External Service Project fail to capture the most basic information such as a name and phone number.
@Leon I have not reviewed all the templates but would not be surprised if that is the case as to how the service desk is designed to work. The great thing about the service desk is that you can customize it to meet your team's needs. If the phone number is required you can quickly add the field on your form.
Add custom field to a team managed project - https://support.atlassian.com/jira-service-management-cloud/docs/customize-request-fields-in-next-gen-service-projects/
Add a custom field to a company manager project - https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/
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