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

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50 Comments

  • Morgan Robinson
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    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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  • Chris Darby
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    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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  • Nicholas DePaul
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    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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  • Prichie Bugayong
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    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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  • Jessica
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    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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  • Amie Brennan
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    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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  • Lisa Seliverstova
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    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 

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  • Greg - Community Manager
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    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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  • Amie Brennan
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    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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  • Parry Aliferis
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    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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  • Patrick Bosmans
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    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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  • James Sanford
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    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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  • Scott Scialabba
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    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

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  • Daenon Janis
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    @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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  • Cameron Berne
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    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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  • Kim Haapala
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    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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  • Donald Cornel
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    Hi,

    Is Text can be setup at any country?

    I'm located in the Philippines.

    Thanks.

    Don.

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  • Suhas Thakral
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    How do we export the TEXT data? API or directly from Zendesk? 

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  • Miguel Ali
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    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!

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  • Rob Stack
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    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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  • Jessie Schutz
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    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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  • Brett - Community Manager
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    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!

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  • Jessie Schutz
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    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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  • Summer LIM
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    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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  • Simon Tam
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    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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  • Lori Sardoff
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    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.

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  • Donald Cornel
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    Hi Brett,
    Thanks for this info.
    Is the Text pricing defined is already fixed? or depending on our local network provider's rate?

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  • Devan
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    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. 

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  • Heidi Tindle
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    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. 

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  • Jessie Schutz
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    Welcome to the Community, Esteban!

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

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