Support your customers with Text, a feature of Zendesk Talk (available on Talk Team, Professional, and Enterprise plans).
This article contains the following sections:
Text enables you to respond to inbound texts, automate alerts, or send proactive messages. For example, you might send an automated text response when a customer submits a request or alert an agent via text when a ticket needs attention (for more details, see our Text recipes)
Texts automatically create tickets right in Support, so teams can apply all the advantages of automated workflows, centralized reporting and full customer history to text support. There’s no coding or additional software required, so you and your team can get started in minutes.
Set up Text to try it out
You can easily set up Text and try it out for 30 days if you are on Talk Team, Professional, and Enterprise. You need to:
Step 1: Choose a Text number
To try Text, first choose a Text number. You can do so under Admin > Channels > Text.
For detailed steps, see Adding a Text number.
We currently offer the following phone numbers for Text:
- US (Local and toll-free)
- Canada (Local and toll-free)
- UK (Local and toll-free)
- Puerto Rico (Local)
- Austria (Mobile)
- Israel (Mobile
- Lithuania (Mobile)
- Australia (Mobile)
- Belgium (Mobile)
- Switzerland (Mobile)
- Chile (Mobile)
- Czech Republic (Mobile)
- Estonia (Mobile)
- Finland (Mobile)
- France (Mobile)
- Germany (Mobile)
- Hong Kong (Mobile)
- Hungary (Mobile)
- Indonesia (Mobile)
- Ireland (Mobile)
- Netherlands (Mobile)
- Norway (Mobile)
- Poland (Mobile)
- Puerto Rico (Mobile)
- Spain (Mobile)
- Sweden (Mobile)
Text is a feature of Talk, so selecting a number for Text will initiate your free trial of Zendesk Talk. Trials include one free phone number and a $1 of usage credit. Standard SMS rates are $0.0094 per inbound message; outbound rates may vary. Find more details regarding Text usage prices here.
My team has a Talk Team, Professional, or Enterprise account.
If you have a Talk Team, Professional, or Enterprise account, you may choose a separate phone number to try Text -- it'll be yours, free, for 30 days (you may be able to use the same number for Text that they use for Talk. Contact our customer service team for more information).
If you are currently trialing Talk Team, Professional, or Enterprise, your free $1 credit will apply to Text. If you are a current customer with Talk Team, Professional, or Enterprise, any Text usage fees will be applied to your account. Standard SMS rates are $0.0094 per inbound message; outbound rates may vary. Find more details regarding Text usage pricing here.
My team has a Talk Lite account.
If you are on our Talk Lite plan, you will need to upgrade to our Talk Team, Professional, or Enterprise plan to use Text. To try Text before upgrading your Talk plan, contact our customer service team.
My team uses another SMS provider -- can I use that number for Text?
If you decide to purchase Text (included on the Talk Team, Professional, or Enterprise plans), you can port over an existing phone number from another provider to use for Text. Learn more here, or contact our customer service team for more information.
Step 2: Send an inbound text
Now that you’ve started your free Text trial, send a test text from a mobile phone to your new Text trial number. You’ll see that your text will automatically create a ticket in your Zendesk Support account. Public replies in the ticket will send a text back to you.
Note: To take advantage of user identification for inbound texts, set the mobile phone number you use for testing as the “direct line” for an end-user profile. Learn more here.
Step 3: Automate an outbound text
Now that you’ve received and responded to an inbound text, take it to the next level and set up an automated outbound text.
See detailed steps and more ideas for ways to use triggers and notifications with Text here.
Text is available as a feature on Talk Team, Professional, or Enterprise plans. When you’ve reached the end of your free 30 day trial or use your $1 free credit, add Team, Professional, or Enterprise to your Zendesk subscription to continue using the Text channel. Learn more here.
A few more notes:
- Is there a maximum character limit per SMS?
There is a standard 160 character limitation, as typical for SMS messaging. Longer messages will be split into multiple messages.
- Is there a maximum number of SMS messages that can be sent simultaneously?
Yes. 250 simultaneous messages from the same number is a threshold. Number pooling may resolve this in the future; however, this is not available yet.
- Does Text support short codes or alphanumeric sender ID?
Not at this time.
- Does Text support MMS messages?
You can receive inbound MMS messages on US local numbers, but Text does not currently support outbound MMS messages.