Adding and managing Text numbers

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15 Comments

  • Alain Doig

    Are there Australian any available mobile numbers that are available for both text and talk? How do I get one?

    2
  • Bobby Cox

    I just set up my Talk number to receive Texts. Sending texts outside our set business hours failed. Is this by design or something I can fix with a trigger/automation? 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Bobby!

    To clarify: are incoming texts not being received outside of business hours? Or are texts your agents send outside of business hours not going through?

    0
  • Bobby Cox

    Errors were reported inbound. I believe now it was user error, as I was able to test both inbound and responses successfully outside business hours. 

    0
  • Jessie Schutz
    Zendesk team member

    Hey Bobby!

    That's great news! Let us know if you need anything else. :)

    0
  • Celina Oh

    Hi! I'm wondering what the "Group for routing" means? Do the tickets get auto-assigned to the group selected?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Celina,

    Yes, you are correct. Once the text arrives and a ticket is generated it will get assigned to the group set in this drop-down.

    Let me know if you have any other questions!

    0
  • Elisha Hawes

    Can you text from a ticket that was initiated via phone or email channel?

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hello Elisha Hawes,

    I understand you would like to be able to send a text from a ticket initiated by phone or email. This is possible but they need the following:

    I hope I was able to lead you in the right direction. If you have any further questions please let me know! :)

    0
  • Kelly M.

    I have 2 phone numbers set up to receive text messages and am trying to route texts sent to one of the numbers to a specific group (and hence a specific view) within Zendesk. Although I have the text phone number set to route to this group, incoming text messages to that number are still appearing in my main support group and not the specified one. Am I missing something?

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Kelly,

    I'd suggest taking a look at the Events log for one of your mis-routed text tickets. It may be that the ticket is initially routed to the correct group, but then another Trigger overrides that and assigns it to your main support group. Any trigger that made a change to the ticket should be listed in the events log.

    For more information see Viewing all events of a ticket

    Hope that helps!

    0
  • Kelly M.

    That was it! An ancient trigger slipped in and rerouted it. Thanks!

    0
  • Dave Dyson
    Zendesk Community Team

    Awesome, glad that worked Kelly M.!

    0
  • Matt

    What is the threshold for when a text message becomes a new ticket or continues on the existing text thread?

     

    Will New Inbound Texts from the customer always continue on one existing ticket?

    For example, I tested this process and all of my texts continue on the same existing ticket. I even tried to mark the ticket as solved and delete the text thread from my phone then text again to try and create a new ticket, but it reopened the existing ticket.

    I would like to understand how to manage that and how to be sure a new text thread from a month after the original wont continue on a solved/closed ticket.

     

    Thank!

    0
  • Ronald Suplido Jr

    Hi Matt! I’m not aware of any threshold documented, but that’s why we recommend keeping just one text conversation active per customer. So working through follow up tickets is the only approach I believe. That’s why your Trigger must set the ticket to closed as the SMS channel can’t follow the same threading logic you have on the email channel.

    So for instance, you can modify the trigger that sends out SMS messages apply a tag. This tag can then be used in a separate trigger to set that ticket to "closed" instead of "solved." Hope this helps!

    0

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