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Why do my SMS messages fail to send?



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Carl McDowell

Zendesk Customer Care

Edited Oct 09, 2024


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19 comments

This is an issue we have been dealing with and have limited the characters and even called and asked customers if they have "unsubscribed" and have not found any evidence of either of these options to cause this failure. Still trying to figure out why they aren't going through? Perhaps a volume issue?

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Carl McDowell

Zendesk Customer Care

Hi Virginia,
The above are the common reasons messages can run into issues. I have opened ticket so we can go into more detail on what is happening in your account and we can look more specifically into the issues your customers are facing.

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Carl McDowell - hello! any updates on this issue Carl? We're running into the same problem.

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This comment has been edited by the Zendesk Community Team to remove an image that contained personally-identifying information.

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Brett Bowser

Zendesk Community Manager

Hey Trevor, 
 
Sorry to hear you're experiencing issues with SMS messages failing to send. It may be better to reach out to our Customer Care team via Messaging so we can troubleshoot this there. Most likely we will need to look at account specific information to find a solution here so we want to make sure we handle this sort of request privately. More information on how to reach out to our team here: Contacting Zendesk Customer Support
 
Let me know if you run into any issues contacting our team.
 

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hello - 

I noticed that this error seems to be occurring when more than one phone number is associated with the user profile.  In this scenario, even if the SMS was created on the secondary phone number, Zendesk will attempt to reply to the primary number on the user profile.

To get around this, you can set the SMS number as the primary number by removing and readding the other phone number(s) on the user profile.

Alternatively, I published an app that can do this from directly inside of the ticket interface.

Hope this helps!

Brandon

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Hello!

I have noticed that our texts with links in them are not sending. Is there a way to work around this block?

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Carl McDowell

Zendesk Customer Care

Hi Hannah,
To help find the reason why your messages are not being sent, I've created a ticket for you as there are multiple possibilities on the reasons. Some of the common reasons:

  • United States carrier policies discourage the use of shared public URL shorteners, and state that your URL shortener should be both proprietary and properly branded
  • Your message was identified as spam or unwanted messaging by Twilio's message filtering system
  • U.S. carriers have implemented A2P 10DLC, please see this article for more details - Registering to use A2P 10 DLC for text messaging
  • If you are sending messages from a toll free number Toll-Free now requires Verification to send SMS

 

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Team, how do you change the sender name for SMS/Text? We want it to show as the name of the company. 

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Shannon Kertis

Zendesk Customer Care

Hi Jahn! Thanks for your comment!
 
It is not possible to set a business name or caller ID for outgoing SMS messages. This is going to be controlled by the receiving device and if they have saved the number with contact information. 
A workaround could be to introduce your business name or advise your customer to save the number for future communications within the SMS body. 
 
An additional option for US Talk numbers is registering for CNAM. This is a feature offered by our carrier to display a business name for outgoing calls. More details here: Does Zendesk support CNAM ? Hope that helps!

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Jahn

Zendesk LuminaryCommunity Moderator

Hi Shannon Kertis - that makes sense but can also confirm as to why the customers cannot reply to a text message from Zendesk? 

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Shannon Kertis

Zendesk Customer Care

Hey Jahn! Thanks for your reply. 
 
Outgoing SMS messages from Zendesk can be replied to. I will create a ticket for us to continue troubleshooting! Talk to you there!

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Hey everyone! Whenever a team member tries to submit an SMS with a URL in the message, it will not be delivered. What is the solution?

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Carl McDowell

Zendesk Customer Care

Hi Maria

To help find the reason why your messages are not being sent, I've created a ticket for you as there are multiple possibilities on the reasons. Some of the common reasons:

  • United States carrier policies discourage the use of shared public URL shorteners, and state that your URL shortener should be both proprietary and properly branded
  • Your message was identified as spam or unwanted messaging by Twilio's message filtering system
  • U.S. carriers have implemented A2P 10DLC, please see this article for more details - Registering to use A2P 10 DLC for text messaging
  • If you are sending messages from a toll free number Toll-Free now requires Verification to send SMS

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We've got a trigger that sends a text message to the end user for a ticket, however we occasionally get the "We couldn't deliver this message" typically when the customer doesn't have a number.  This is not really an issue at the moment, however this system message changes the ticket to Open status.  Is there any way of preventing this message from changing the status of the ticket?  

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Christine Diego

Zendesk Customer Care

Hi Rolf,
 
You can add a tag to those tickets either via macro or trigger, and then use the condition "Tag" "Contains none of the following" in your current trigger to exclude those tickets. You can check this article for details. 

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Thanks @... yes this would help.

Would there be a way of the trigger firing if the end user didn't have a phone number saved?  How would I get this to refer or check this automatically?  Also if a number was later added, I don't know that I could get this tag removed without manually checking the tickets that are attributed to this end user.

Bear in mind that the end user is linked to the ticket in a related field and not the requester for the ticket itself.

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I have tried sending a text with two different numbers and each time I try to respond as an agent, it fails. A message appears that says we can't deliver to this number.  What can I do to fix this? I need text set up this week and nothing is working. Thanks!

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hello - 

 

I noticed that this error seems to be occurring when more than one phone number is associated with the user profile.  In this scenario, even if the SMS was created on the secondary phone number, Zendesk will attempt to reply to the primary number on the user profile.

 

To get around this, you can set the SMS number as the primary number by removing and readding the other phone number(s) on the user profile.

 

Alternatively, I published an app that can do this from directly inside of the ticket interface.

 

Hope this helps!

 

Brandon

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Carl McDowell

Zendesk Customer Care

Hi test,

The best way to get to the bottom of the issue will be working with the support team. I believe you have an existing ticket with them.
It is highly likely the issue is related to US phone numbers needing to be registered, this is covered in the article registering to use A2P 10DLC for text messaging (https://support.zendesk.com/hc/en-us/articles/4408837560730

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