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

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31 Comments

  • 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. :)

    -1
  • 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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  • Morgan Robinson

    I asked my account rep several times if we could send outbound texts apart from the automations.  Just one at a time outbound.  But this article seems to be saying that we cannot initiate a text message even if we have a phone number even though my rep said I could....I feel like they weren't truthful.  That was the one thing I was concerned about with zendesk.  This is not meant to be a rant....my question is will there ever be an option where we can send out texts inside support one at a time without a macro or automation?

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  • Amie Brennan

    Hi Morgan, 

    Apologies for any confusion here. I can definitely confirm that you can send a proactive outbound text from Zendesk to a customer. We call these Proactive texts in Zendesk. 

    You do need to set up a trigger in order to create the workflow for proactive texts. Once it's set up, you can then send out as many new texts to your customers as you need from there. 

    Please check out the guide here on how you can set up the proactive text workflow. Look for this subtitle "Start a conversation with proactive outbound texts" in the article and follow those steps from there. 

    This should put you on the right track here with setting this up. :)

    Best,

    Amie - Senior Customer Advocate - Zendesk Support

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  • Parry Aliferis

    We'd like to use Text in Australia however it doesn't support MMS on a local number. Are ZD reviewing this ?

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  • Amie Brennan

    Hi Parry, 

    Currently MMS is only available for US numbers. This is a limitation from our voice provider Twilio at the current stage. We hope that if they offer it in the future for Australian mobile numbers that we will also be able to offer the same to our customers. 

    Hope this helps with your query from here. :)

    Best,

    Amie

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  • Prichie Bugayong

    I just wanted to inquire about the maximum character limit sent via sms for each segment. From my understanding, the first segment could fit up to 160 characters, does it mean that 2 segments could fit up to 320 characters or just 306?

    If the answer is 306 characters in 2 segments, a 320 character message would be sent in 3 segments (3 sms). Meaning the first two segments would hold 153 characters each, and the last one would hold 14 characters.

    Thanks in advance!

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  • Greg

    Hi Prichie,

    You are absolutely correct, each message is actually 153 characters in length, so a 320 character message will be three messages. Twilio's docs outline this in this article!

    Edited to add: if your text is equal to or less than 160 characters, this is treated as one text. However subsequent messages will be processed in 153 character chunks. In the event that you send a text that is 161 characters, the first text will be 153 characters and the second will be 8 characters.

    Essentially, from 1-160 characters, this is one text. Any texts send over 161 characters will be treated in 153 character chunks. If you send a 1,600 character message, it will be sent as 11 messages of 153 characters, with the last message containing 70 characters.

    I have sent a request internally to make this a bit clearer in this article, as it is definitely confusing!

    Thanks for pointing this out!

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  • Rob Stack

    Hi Prichie, I wanted to let you know I've now updated the article above with this feedback. I hope it helps!  Thanks - Rob

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  • Prichie Bugayong

    Hey Greg and Rob,

    Thanks a lot!

    And the updated article was really of great help! I'll definitely share this with my team.

    All the best,

    Prichie

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  • Kim Haapala

    Hi

    Is there any progress in updating so that a new ticket can be created when  being texted from the same phone number?

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  • Nicole - Community Manager

    Hi Kim,

    If a ticket is set to Solved or Closed status, a reply from the same phone number will generate a new ticket. If a phone number has an existing ticket and it replies, that response will thread to the existing ticket.

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