Getting started with Text (Team, Professional, and Enterprise) Follow

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20 comments

  • Avatar
    Cameron Berne

    We would like to use the phone number we have in Voice to also send texts.. is this possible? Can you port your own number for Text?

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    Chris Darby

    Same as @Cameron - I'd like to do this too! Would be great to have a single number for my users to call or text

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    Daenon Janis

    @Cameron @Chris 

    You can do this by going into Admin > Channels > Talk > Numbers > Settings, you can enable the number for text.

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    Simon Tam

    Is it possible to get new tickets issued after some criteria when being texted from the same phone number? In my tests it appears all texts coming from that phone number are lumped into the same ticket or reopen's solved tickets. I'd like to be able to specify when a new ticket is generated when being texted from that same phone number.

    In my mind not radically different from when you receive new tickets from the same email address (but maybe different subject line)

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    Tim Rowell

    I have the same request as @Simon, is it possible to the system create a new ticket for texts?

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    Amie Brennan

    Hi Simon and Tim,

    You will need to look at creating a tag/trigger combo that you can use to close off tickets. Basically you will need to create a trigger that marks a ticket as closed, when a particular tag is applied. I've added an example below for you. 

    Your agents will then need to apply the tag manually to the ticket prior to saving when they come to the end of it. Alternatively, you can look at creating a macro which can apply the tag as well. The agent would then just simply need to run the macro before saving the ticket. 

    Doing this effectively marks the ticket as closed. When the end-user sends through a new text about a new issue, it would then create a new ticket. 

    This may not be ultimately ideal in regards to your own workflow. However this is the best workaround currently in light of the lack of separate automatic ticket creation for text conversations. 

    Hope this helps. :)

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    Jessica

    right now messages are coming in bottom of the queue. is it possible to be notified of the texts similar to a chat format?

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    Summer LIM

    Please make Singapore number available for Text function! It's painful to see the exact function I need but not being able to use it because of the region. 

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    Jessie - Community Manager

    Hey Jessica! 

    That's an interesting question...I'm not sure if that's possible or not. I'm going to see if I can find someone to answer this for you!

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    Patrick Bosmans

    Hey Jessica,

    Right now there is no window for Text like there is for Chat.  One thing some of our customers have done is create a view for Text.  You can create a View with the condition Ticket:Channel is Text.  At least then you have them separated and easier to organize.

    I hope this suggestion is helpful!

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    Esteban Saravia

    Can I send SMS messages to international numbers from a USA number?

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    Jessie - Community Manager

    Welcome to the Community, Esteban!

    Yes, I believe that you can! You can find a list of estimated prices here

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    دردشة عربية

    We would like to use the phone number we have in Voice to also send texts.. is this possible? Can you port your own number for Text?

    دردشة

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    Jessie - Community Manager

    Hi there! You can find information on how to port your number into Zendesk Talk in this article. You can definitely use a Talk number for Text as well; you can find the information on that in this article.

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    Ewan Walsh

    Hi, we need mms for Australian mobile numbers please. Zendesk would be the first platform to do this in Australia, this would be a point of difference.

    When could we expect to see MMS for Australian mobile numbers?

    Regards,

    E

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    Amie Brennan

    Hi Ewan,

    I'm going to create a ticket for this and will follow up with you from there regarding MMS Support. See you in the ticket. :)

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    ruth

    Hi, is the Indonesia (Mobile) haven't available yet?

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    Jessie - Community Manager

    Hi Ruth! Welcome to the Community!

    According to this article, Indonesia mobile numbers are available!

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    Nicholas DePaul

    Maybe I've missed something but...is it not possible to simply send an SMS to a phone number in Zendesk? That is, send a text without creating a whole automation recipe? We want to use the text feature to confirm user identity while on the phone with the customer ("we're going to text you a six digit code")

    We understand how to make this work, but going through the process of creating a new ticket, adding a tag, triggering the message...just sounds like overkill that will slow down Supporters.

    Thanks!

     

     

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    James Sanford

    Hey Nicholas!

    I know we discussed this in a ticket but since you've also posted this question publicly I'd like to make sure that other customers can also locate my suggestions.

    Although a Trigger is needed to send a response via the Text for a ticket that was not created via the Text Channel, it is not necessarily a requirement that the entire example Triggers outlined in Using Text notifications with triggers: Recipes and tips be created.  You can use the Trigger action of "Text user" along with other Trigger conditions to define when you want the Text to be sent within a ticket created from other channels (similar to the Alert agents when a ticket needs attention example Trigger from the linked documentation).

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