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

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50 Comments

  • Suhas Thakral

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

    0
  • Lori Sardoff

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Lisa Seliverstova

    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 

    1
  • Devan - Community Manager
    Zendesk Community Team

    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

    0
  • Scott Scialabba

    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

    0
  • Devan - Community Manager
    Zendesk Community Team

    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.

    0
  • Donald Cornel

    Hi,

    Is Text can be setup at any country?

    I'm located in the Philippines.

    Thanks.

    Don.

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Donald Cornel

    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,

    0
  • Brett Bowser
    Zendesk Community Team

    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 :)

    0
  • Donald Cornel

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

    0
  • Donald Cornel

    And the requiment is only for Text not yet for the Talk. I saw that they have different pricing.

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Heidi Tindle

    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. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0
  • Heidi Tindle

    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

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Miguel Ali

    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!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Miguel, 

    to clarify, are you looking to integrate this with Zendesk Talk? 

    0

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