Getting started with Text

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10 Comments

  • Jen K.

    What condition/action needs to be added to the trigger, so that the end-user doesn't repeatedly receive the auto-reply message in a text conversation? 

    https://share.getcloudapp.com/E0uKAo58

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  • Matt
    Zendesk Customer Care
    Hi Jen! 

    If multiple replies are going out on the same ticket, I would advise adding a "Status is New" condition to the trigger to allow it to only send messages on newly received tickets. You could then include an action that sets the ticket status to Open on that trigger, nullifying the conditions. 

    If you are still having issues, please let me know and we can look to open up a ticket and look more closely at your account.

    Best, 
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  • Alexia Petrakos

    What are the rules regarding SMS? If a customer gives us their phone number or calls in, are we allowed to text them back or do we need express permission? How is permission received with ZD?

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  • Neil
    Zendesk Customer Care
    Hi Alexia,
     
    Specifically for the SMS channel there is no general rule in place.
    The way you will handle your end-user data would be in-line to what are is required by the governing body of the area where business operates.
     
    You can check on this article to know more on Complying with Privacy and Data Protection Law in Zendesk Support.
     
     
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  • Andrew

    Hi I'm trying to find the instructions for sending a single outbound SMS text message and just can't seem to find it anywhere?  It's possible to do isn't it?

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  • Brett Bowser
    Zendesk Community Manager
    Hey Andrew,
     
    You may need to create a trigger that sends out these proactive text messages. I would recommend taking a look at the following article for more information: Text Notifications with triggers
     
    I hope this helps point you in the right direction!
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  • Andrew

    thanks Brett I was able to find it myself after some digging earlier but your response is much appreciated! 

    Actually I have a different question regarding CSAT ratings specifically with regards to our in App messaging system, we already have CSAT enabled for other messaging channels via facebook etc. emails/webform/chats and those are working fine - but tickets created from our App are not included in ratings because there is no prompt to rate the ticket afterwards so I'm not sure where to find out how to configure/enable this in zendesk or if it requires help from our app developer somehow?  I was guessing zendesk should be able to do this on it's own after tickets are solved to send a prompt for a rating, but for some reason only our App tickets don't get rating requests - can you point me in the right direction? Thanks

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  • Brett Bowser
    Zendesk Community Manager
    Hey Andrew,
     
    If it's not working on some of your tickets then I would recommend taking a look at your CSAT trigger or automation to see if there's any conditions that are preventing it from sending.
     
    Keep in mind that these triggers will only send the survey via email to the user so if there's no email channel associated with your app then you may want to get your developers involved so they can set up another way for users to submit their feedback within the App. 
     
    I hope this helps!
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  • Allen

    Does this feature create one ticket for each phone number? If a contact has regular inquiries that span over a long time, does it stay within the same ticket number? If so, how would we separate the communications and different tickets?

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  • Hiedi Kysther

    Hi Allen,

    There is no way to thread an SMS message to a ticket, it's not like email where there is extra information so you can thread it to the right ticket.

    The way the message is sent in the above is to fire a trigger that sends the SMS message. So to handle SMS messages their response will find the existing open SMS ticket or it will make a new SMS ticket. But each user should have only 1 open SMS ticket.

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