Recent searches


No recent searches

Workflow: How to send a text to customers on a ticket that originated in a non-SMS channel



image avatar

Don Moser

Zendesk Digital Resources Team

Edited Dec 20, 2024


2

38

38 comments

image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Nicole,
 
This issue may occur due to to the fact that your Talk line number for SMS is not registered for the A2P 10DLC Campaign. Please take note that US carriers implemented A2P 10DLC, therefore businesses who use Zendesk to communicate with their US based customers through text messaging must register their business information and use cases to avoid carrier filtering. To register, fill in the Zendesk Text A2P 10DLC Registration form.
 
I hope that helps. Thank you!

0


Is this last bullet supposed to be: Send text | Is | Checked?

0


image avatar

JR Lausin

Zendesk Customer Care

Hi Reba,
 
This action should really be Send text | Is | Unchecked 
The reason why is because it needs to remove the check on the send text field automatically so the next time the agent will need to send text again in the same ticket the trigger will fire.
 
Sincerely,

0


Is this on the roadmap to be native functionality? I am disappointed that this still requires custom triggers. 

0


image avatar

Shawna James

Community Product Feedback Specialist

Hey Jaclyn, thank you so much for taking the time to provide us with your feedback here.  I wanted to point you in the direction of our product feedback forum for Talk where we collect product feedback and where our PM’s review feedback from our customers. This is a great spot to share more use cases for the functionality you request and learn about planned product updates. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

0


I am integrating Dialpad into my instance. When a customer texts us, I want the reply to go back out as a text message to them, even though it came in as a ticket for us. How can we make this happen? TIA!

0


image avatar

Dekbi

Zendesk Customer Care

Hi Raida,
 
I hope you're doing well! Upon reviewing the details you shared, I'd love to connect you with our Developer Support team. They are experts in our platform tools and are best equipped to provide you with top-notch answers and solutions. This team operates within our Developer Support community, where you can also benefit from insights shared by other developers!
 
To reach out, simply visit the community and share as much relevant information in your post as you're comfortable with. Kindly create a new community post instead of commenting on this article.

0


Hello, I've created the following Send Text Trigger, but I still can't see it available when I have a ticket opened. Any thoughts?

0


Please sign in to leave a comment.