Using Text notifications with triggers: Recipes and tips (Talk Team, Professional, and Enterprise)

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54 Comments

  • Mark

    @Michael H:
    That drove me nuts. In the end, I set up my personal signature in plain text. Beneath that I pasted an image from our website.

    In the zendesk.com/agent/admin/agents url, I saved the signature as follows:

    ```{{agent.signature}}

    ![**Disclaimer**]
    (https://www.yourwebsitehere.com/zd.jpg)```

    That image includes a company logo and a short disclaimer. In the text message itself, it shows the agent signature as plain text, followed by

    ```![**Disclaimer**]

    https://www.yourwebsitehere.com.com/zd.jpg```

     

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  • Brett - Community Manager
    Zendesk Community Team

    Appreciate you sharing your workaround Mark!

    Super useful :)

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  • Michael H

    @Mark: Sorry, i'm not quite following your suggestion and approach.

    I understand you've done a specific signature with a graphic in it; but I'm not following how this solves the issue of preventing the signature being put into text messages.

    If you're able to explain this a bit more, it would be appreciated.

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  • Mark

    @Michael H,

    While it doesn't completely remove the signature, it gives you lots of flexibility.

    My personal signature is as follows:

    Thank you,
    My Name
    Company Name
    P:800-000-0000 x1234

     

    In the mycompany.zendesk.com/agent/admin/agents url, I the signature is as follows:

    {{agent.signature}}

    ![**Disclaimer**]
    (https://www.yourwebsitehere.com/zd.jpg)

     

    On a text, my signature shows my the following:

     

    The exact same message, sent to an email address will look like this:

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  • Juline

    I added a trigger that when the ticket was solved it would send a text message out to avoid creating new tickets and having to merge tickets.  

    In doing this when the trigger fires, it does not copy the text in the public reply field so we can see what was send to the customer.  Why is this happening?  Shouldn't the text appear in the public reply box with the time and date sent?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Juline,

    When a notification is sent via a trigger, you won't actually see that email as a public response in a ticket which is expected behavior. If you'd like to see if the trigger has fired within a ticket you can actually take a look at the Ticket Events as mentioned in the following article: Viewing all events of a ticket

    Let us know if you have any other questions!

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Dov,

    As long as you have a trigger set up to text the requester of the ticket and those conditions are met, you can reply back to the user via text. I would recommend using tags to determine whether or not this text trigger should fire and send a reply to the user.

    Let me know if you need some additional information :)

    Cheers!

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  • Cindy Terapak

    Hi, we have been using this feature for a while and are pleased with it. 

    Can you tell me if we can attach a photo to in an outbound SMS ticket? We are able to receive them from our customers when they respond to our message but we are not able to attach one. 

    There is an attach file link, and when I hover it, it says: Tip: drag and drop files on the ticket to attach. 

    I have tried this and selecting an upload and neither works (the text comes through but not the attachment)

    I checked my formatting options and they are set up as you suggested. 

    Any ideas?

    Thanks

    Cindy

     

     

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  • Ryan Frye

    Hello, 

    One of our agents is in the EU and I've been trying to setup a trigger for him to get an email as well as a text message to alert him of an Urgent message from either email or the ticket form (not from an incoming text message) coming in. In our previous product we had to use a free sms api that would send the text as long as the url was in the email. After testing this was unsuccessful in Zendesk. I found this article but when I go into the trigger I can't set an action to send a text. Could someone please help me? I've linked his phone number in his account, but not sure what else to try. Thanks in advance! 

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Ryan,

    I would make sure you set up the text number under your settings. I've included an article that goes into the process in further detail.

    Announcing Text: adding SMS support to Zendesk Talk

    Best regards.

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  • Theodore Wolf

    Hey team,

    Just wondering the reason why you setup the trigger to close?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Theodore,

    The reason we encourage the status to be closed is that by default a new ticket is created when a user replies to a proactive text ticket. We set the status to close immediately to prevent ticket merging for these text message tickets which will cause confusion since responses would not be threaded to the proactive ticket.

    Let me know if you have any other questions for me.

    Cheers!

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  • Theodore Wolf

    Hey Brett - Community Manager

    Thank you for this clarification!

    When we send out a proactive text, and the user replies, it will ONLY generate a new ticket and not thread it within the ticket we used to reach out.

    I would love to see Zendesk fully support sms with proactive support :)

    Cheers,

    -Theo

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  • Brett - Community Manager
    Zendesk Community Team

    Thanks for the feedback Theodore :)

    I'll pass this information along to our Talk Product team!

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  • Jordan Cousins

    Has anyone worked out a trigger that allows an email to be sent to the user, if the text notification fails?

    I want my triggers to preference sending a proactive outbound communication via the text channel, but if that fails (the user doesn't have a phone number linked to their profile) to then default to an email being sent instead.

    I can't work out a way to flag that the user profile doesn't have a phone number via triggers and I'm looking to semi-automate these outbound tickets being created because setting up each one individually & checking each user profile is a huge pain.

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  • Will Brown

    Hi there, 

     

    Thank you for this article - very helpful. 1 question though.

     

    When I'm creating the proactive ticket after using the outbound text trigger, I add the same "practive_text" tag as you suggest above. However this results in a second text sent with the same content as was originally triggered?

     

    Am I missing something?

     

    Thanks 

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  • Dan Howe

    Is a proactive text possible within a current ticket?

    For example, our team primarily sends text messages to voicemails we get over night. Can we send the text directly from the voicemail ticket?

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  • Elissa
    Zendesk Community Team

    Hello Will Brown and Dan Howe

     

    Welcome to the community, we're glad to have you!

     

    Will Brown The content your trigger sends out as a text really depends on what placeholder you used. In the example above the placeholder is "{{ticket.latest_public_comment}}" which means the trigger will pull the content of the latest public comment on the ticket and send out that content as the text message. You can see all the placeholder options in our Zendesk Support placeholders reference.

     

    Dan Howe You definitely can adapt the trigger to work on whatever circumstances you'd like. In this case, you can change the trigger to be "ticket is updated" rather than "ticket is created". That way the trigger will send out the latest comment when any time you update a ticket that has that "proactive_text" tag on it.

    • Meets all of the following criteria:
      • Ticket Is...Updated
      • Ticket: Tags Contains at least one of the following [create a tag like "proactive_text"]
    • Perform these actions:
      • Notifications: Text User: requester
      • From (select Text number)
      • Body: {{ticket.latest_public_comment}}
      • Ticket status: closed

     

    I hope those suggestions help you both! 

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  • Jonathan Chalker

    In the case where you're sending to the Requester or any user, when the user has multiple contact numbers, how does Zendesk know which number to send the SMS message to? Please excuse me if this is some obvious thing I missed or if it has already been brought up. 

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  • Gail L
    Zendesk Community Team

    Hi Jonathan,

    When users have multiple phone numbers one will be assigned as the primary number (usually the one added first), that's always the one that would be used for an SMS notification, the primary number would have to be changed in order to change which number got texted. 

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  • Matt Beesley

    Is there a way for the text that the end user has received to show the company name and not the talk number?

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  • Brandon Tidd
    Community Moderator

    Hi Matt Beesley -

    I don't believe there is a way to show the company name opposed to the talk number, but there is a way to add your external number to Zendesk: https://support.zendesk.com/hc/en-us/articles/218004987-Adding-Zendesk-Talk-numbers#topic_pmh_c5m_j1b  I hope this helps!

    Brandon

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  • Matt Beesley

    I have set up some macros to text our customers and included Knowledge base articles but the links do not work when the requester receives the text. Is this possible?

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  • Brandon Tidd
    Community Moderator

    Hi Matt Beesley -

    My guess is that your knowledge base articles URL's are getting split across SMS, thus breaking them.  You might consider leveraging a link-shortening service such as Bitly.com to get those messages under the character limit.  Hope this helps!

    Brandon

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