Zendesk Talk for voice enables you to respond to inbound text messages, automate alerts, or send proactive messages. For example, you can send an automated text response when a customer submits a request or alert an agent via text when a ticket needs attention (for examples, see Text recipes).
Texts automatically create tickets in Zendesk Support so you 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.
Text message support
- Text messages can be up to the standard 160 character limitation in length.
If you type a longer message, it will be split into multiple messages, each 153 characters in length. For example, if you type a message of 161 characters, it will be split into two messages; one of 153 characters, and one of 8 characters.
- You can send up to 250 simultaneous text messages from the same number. If you exceed this, messages will no longer be sent, and you'll see a warning that the message was rejected by the provider.
- Text does not support short codes or alphanumeric sender ID
- You can receive inbound MMS messages on US local numbers, but Text does not currently support outbound MMS messages.
To learn about the supported countries, and prices for Text, see Zendesk Text number availability and pricing.
This article contains the following topics:
Setting up text
Use the following topics to help you set up Text for a 30 day trial:
Choosing a text number
Set up a new Text number under Admin > Channels > Text in Zendesk Support.
If you want to add Text to an existing Talk number, see Enabling a Talk number for Text.
For detailed steps, see Adding and managing Text numbers.
Text is a feature of Zendesk Talk, so selecting a number for Text will initiate your free trial of Zendesk Talk if you don't already have it. Trials include one free phone number and a $1 of usage credit.
My team has a Talk Team, Professional, or Enterprise account.
If you have a Talk Team, Professional, or Enterprise account, you can 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 you 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.
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.
Sending 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.
The following example show what a text ticket looks like and the texts the customer sees on their phone.
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.
Automating 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 using a trigger.
The following example shows a trigger that responds to text messages with a standard message and the text the customer sees on their phone.
For more help creating Text triggers, see Automating SMS support with Text triggers.
Next steps
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 Text.
50 Comments
How do we export the TEXT data? API or directly from Zendesk?
i would like to start off by sending outbaound individual texts to our clients. But whn i try to create a trigger there is no option to set a tag. My company is on a team talk plan.
Hey Lori,
Can you confirm the Support plan level you're on? If you're on the Starter/Essential Support plan you'll have very limited options available within a trigger. You'll need to upgrade to at least Team plan to gain access to custom triggers on your account.
If you're curious what features are available on your current plan you can take a look at our Support Plan Comparison page which I've attached.
Hope this helps!
Hello,
We are currently struggle with not being able to send pictures to our end users (US only) - as the outbound MMS are not currently supported through ZenDesk.
I found an article in Twilio, that they actually support this via API (https://www.twilio.com/docs/sms/send-messages#include-media-in-your-messages ) - wanted to find out if you have that implementation in your roadmap? Or is it something we can customize ourselves with Talk API?
This blocks us from using the full potential of ZenDesk - as we now have to user Google Voice for this part of the process..
Please recommend the workaround (Enterprise plan)
Thanks,
Lisa
Hello Lisa,
While this currently isn't something we are ready to discuss in terms of future development. I would recommend posting in our product feedback forum so our developers can consider this suggestion for a future update.
Talk - Product Feedback
Best regards,
Devan
Hello!
I just wanted to follow up on Lisa Seliverstova's request regarding outbound MMS (US only) - is there any update on this, any chance it will make it on the road map?
We communicate with our clients via SMS (which is what they prefer). And without MMS, we really cannot offer adequate support.
I'm sure many customers utilizing sms messages are running into this issue.
Also, are there any workarounds to be able to send MMS for the time being (apps, etc.)?
Thank you very much,
Scott
Hello Scott Scialabba,
The only workaround I could recommend would be utilizing the app Textline. I've gone ahead and shared a link below that should take you to this app that should breakdown this in further detail.
Texline App
Best regards.
Hi,
Is Text can be setup at any country?
I'm located in the Philippines.
Thanks.
Don.
Hey Donald,
I just did some testing on my own account and it looks like Philippines is an option for setting up Text.
Let me know if you run into any issues adding this number!
Hi Brett,
I'm supposed to try it first in a trial account.
But during the process it is asking me to purchase number so I did not continue yet.
I just what to know the process of getting a number.
Also, can I use my existing phone number I have?
Thanks,
Hey Donald,
Each number you add to your Talk account will cost. I'd recommend taking a look at the following article which goes over pricing: Zendesk Talk number availability and pricing
If you'd like to use an existing number, you'll need to go through porting process listed in the article I linked.
Let me know if you have any other questions :)
Hi Brett,
Thanks for this info.
Is the Text pricing defined is already fixed? or depending on our local network provider's rate?
And the requiment is only for Text not yet for the Talk. I saw that they have different pricing.
Hey Donald,
I believe that's a fixed rate, however, this may be worth confirming with your Account Rep. I'd be happy to create a ticket on your behalf get you in touch with them if you have additional questions.
Let me know!
Is there a way to be able to see which of our Zendesk Text numbers was texted? We want to run multiple text campaigns, but need to differentiate which campaign by phone number.
Hello @Heidi Tindle,
Creating a report via Explore that would pull the number data via the text history page would be the easiest (and least manual) way of accomplishing this.
Best regards.
Hi Devan,
Thanks for that info! I was more thinking when the texts are coming in, as in being able to see which number they texted in the tickets, or in a view.
Thanks!
-Heidi
Hey Heidi,
If I'm understanding you correctly, you should be able to use the Call Talk number attribute listed in our Metrics and attributes for Zendesk Talk documentation that I've linked for you.
Let me know if that doesn't get you the results you're looking for!
I had two questions, if you would be so kind to answer:
1. Let's say we integrate textlines from RingCentral and Textline. If we receive an SMS message on RingCentral, can we instead reply to that message using our line with Textline?
2. Is there a text app (that we can integrate) that would allow us to send the same text to two people, and start a 3-way conversation?
Thank you so much!
Hi Miguel,
to clarify, are you looking to integrate this with Zendesk Talk?
Please sign in to leave a comment.