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

Have more questions? Submit a request

45 Comments

  • Mark
    Comment actions Permalink

    @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```

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    Appreciate you sharing your workaround Mark!

    Super useful :)

    0
  • Michael H
    Comment actions Permalink

    @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.

    0
  • Mark
    Comment actions Permalink

    @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:

    0
  • Juline
    Comment actions Permalink

    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?

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • Cindy Terapak
    Comment actions Permalink

    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

     

     

    0
  • Ryan Frye
    Comment actions Permalink

    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! 

     

    0
  • Devan
    Comment actions Permalink

    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.

    0
  • Theodore Wolf
    Comment actions Permalink

    Hey team,

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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    1
  • Theodore Wolf
    Comment actions Permalink

    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

    1
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for the feedback Theodore :)

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

    0
  • Jordan Cousins
    Comment actions Permalink

    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.

    0

Please sign in to leave a comment.

Powered by Zendesk