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4 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, 
    1
  • 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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