Adding and managing Text numbers (Talk Team, Professional, and Enterprise)

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9 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

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