PM

Hi Zendesk, I'm trying to create a trigger that texts a group of agents when an urgent ticket is created. The purpose is to notify a group of people should some catastrophic event happen outside of work hours. Agents don't always check their work email, but they do check their texts. Here's the criteria:

When all of the following conditions are met:

• Ticket status is new
• Ticket is received at name@domain.com
• Ticket subject text contains the following string: code red

Take the following actions:

• Change the ticket priority to urgent
• Change the ticket type to incident
• Notify the group via email of an urgent ticket
• Notify by group text > Recipient is the agent group
• From: Zendesk Talk number

What I don't understand, and what's not working, is how this trigger can notify our group of agents via text message. I cannot find a field in Zendesk that allows me to input a user's phone number. Unsurprisingly, when the trigger fires, it doesn't text anyone. 

How can I build out a process that will text a group of users?