Question
How can I send a text to customers on a ticket from a non-SMS channel?
Answer
On tickets where the origin channel is not a Text message, for example, a voicemail or a phone call, Zendesk defaults to sending out public comments via email instead of a text message.
To change this behavior, you can create a workflow with a custom ticket field and a Text trigger. This way your agents can easily automate an SMS reply to their customers instead of sending an email notification.
To create this workflow
- Create a checkbox ticket field and name it Send text and under the Permissions section select Agent Only.
- Add the created checkbox to all the ticket forms your agents use to talk to customers.
-
Create a new trigger that sends text messages if the Send text field is checked.
- Under Meet ALL of the following conditions, add:
- Current user | Is | (agent)
- Send text | Is | Checked
- Comment | Is | Public
- Under Meet ANY of the following conditions, add:
- Ticket | Is | Created
-
Ticket | Is | Updated
Important: If you already have a trigger that allows you to start a conversation with proactive outbound texts, do not use the condition Ticket | Is | Created as this causes a duplicate notification.
- Under Actions, add:
-
Text user | (requester)
From | Your phone number
Body{{ticket.latest_comment}}
-
Text user | (requester)
- Under Meet ALL of the following conditions, add:
Now your agents will be able to send SMS by checking the Send text field in the ticketing interface.
For this workflow to function as expected, the customer's profile has to be set up with a Direct line that is SMS-compatible. For more information, see the article: Understanding how Talk calls become tickets.
16 Comments
Don Moser - Does this still work? I've followed the steps you outlined but
{{ticket.latest_comment}}is not listed as an available placeholder.
Hey Ryan! When creating triggers, the options for available placeholders does not contain a full list of placeholders that can be used in that context. For a list of all our placeholders, and where they can be used, you can check out this article: Zendesk Support placeholders reference
While ticket.latest_comment is not listed as an available placeholder, you can still use it!
Got it, thanks Sabra
My organization just set this up and it looks like its working great however I did notice one oddity. It doesn't look like the Events tab on tickets indicates that this trigger is running to send the text. The text is coming through with no issues, but the Events history only shows the email notification being sent and not the SMS trigger I created that I know is working.
Is this expected behavior? Just thinking ahead to future troubleshooting scenarios where it would be handy to know that this SMS trigger ran successfully.
As of the moment, SMS Trigger is not included on ticket events. I definitely understand that this is an essential part when it comes to troubleshooting. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. Thanks!
Unable to select from any of my 350 phone numbers as the "from" number. only 99 numbers available. I want a toll free number not one of my stores to get back a response from the customer.
I followed the directions here and was able to send an outbound text message. (Yay!) But when the receiver of the message responded, I did not get the response. I was assuming the response would update the ticket. Is there something more I need to do to accomplish that?
To select your Talk number in the "From" action of the trigger, the number has to be SMS capable and the Text feature is enabled on it. Check out this article to enable Text for a Talk number: Managing Talk line settings
@Angie
When you create an outbound text ticket and the customer responds to it, the response will create a new ticket. You can also check this article for more information: Start a text conversation with proactive outbound texts
@Joyce I understand how to set it up. There is a limit apparently in the pull down menu as I can't choose any of my numbers, but only what shows in the pull-down. I don't want customers calling back to the number if it reaches a store, only a toll free that goes to Customer Service. They aren't all available.
I'm going to create a ticket on your behalf so our team can get this resolved for you.
You'll receive an email shortly stating your ticket has been created so feel free to reply back to that with any other information you think may help.
Doing some more setups yesterday and this appears to be remedied. Please solve the ticket. Thanks for your assistance.
Joyce or anyone at the Zendesk team, when I create the Action I cannot add any phone numbers. The drop down just shows a " - " and nothing pops up. How do I resolve this? I completed all steps in this guide, but cannot save it due to the "From" not allowing me to choose or enter anything.
Thanks!
Hi Stark, the phone number on that field needs to be registered as a Text number in your account. You may find this setting at Admin Center > Channels > Text
https://support.zendesk.com/hc/en-us/articles/4408885904922-Adding-and-managing-Text-numbers
If indeed you have phone numbers registered in Text and still no option to choose from for Trigger action, let me know and I'll raise a ticket on your behalf so we can investigate on your account. Thank you :)
Hi Joyce and team, I'm having a similar issue to Angie above. However, when I send an outbound text in response to a ticket generated by a phone call, no new ticket is being created. That is preventing me from receiving customer texts in response. Can you help me understand why no new tickets are being generated by my SMS trigger?
Your question require some troubleshooting. I have created a ticket where we can continue investigating your request.
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