Using Text notifications with triggers: Recipes and tips

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11 Comments

  • Greg Sanchez

    Hi! Is it possible to set up a trigger that when someone leaves a VM, we can have a text send out to their phone number with a message stating we have received their vm, check out some of these links in the meantime, and if this resolves the issue, just text back 'solved'?

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  • Mark Weissman

    @...

    Have you tried creating the trigger with the following conditions?

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  • Derek Feswick

    We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.

    Is there a way to fix this so there's a record that we sent the text? Thanks

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Derek,

    We are glad that you were able to replicate one of the topics listed in this article. We'd be glad to help you check your account and verify what happened. I suggest that you initiate a chat with us so we can provide you real-time support.

    All the best

     

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  • Larry Click

    I've been using this for a while and the trigger stopped working intermittently. Also the number that I set on "From" said it is no longer available, even though the line is still active. I cannot find it in the list. The warning about sending too many texts from the same number could be the reason, but that seems untenable for us as we are counting on this for service to our customers. How can we get around these limitations?

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  • Fabricio S.

    Hi Larry Click, 
    As we would need some more information from your request, I've replied to you on the ticket 9700690 that you can find on your email now and we can continue from there. 

    Thanks, 

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  • Larry Click

    Fabricio S. please provide a link to the this ticket. I doesn't show up on "My Activities".

     

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  • Jim

    Thats great that we can text from the ticket. BUT when the customer responds to the text it opens a new ticket. Is there a way to have it update the ticket you are texting from? 

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hey Jim,

    Unfortunately not at this time - the best practice here is to solve the original ticket on send, and allow the follow-up ticket to be created (which will link back to the original ticket in your system).

    Brandon

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  • Patrick Arrastia

    Hello,

    have there been any updates (or workarounds) to the last question asked here, or does each customer reply to an outbound agent text still create a new ticket?

    "Jim
    November 8, 2021
    Comment actions
    Thats great that we can text from the ticket. BUT when the customer responds to the text it opens a new ticket. Is there a way to have it update the ticket you are texting from?

    Hey Jim,

    Unfortunately not at this time - the best practice here is to solve the original ticket on send, and allow the follow-up ticket to be created (which will link back to the original ticket in your system).

    Brandon"

     "

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  • Salim Cheurfi
    Zendesk Customer Care
    Hello Patrick, 
     
    I'm Salim from the Technical Team here in Zendesk, 
     
    I did a bit of research and the article https://support.zendesk.com/hc/en-us/articles/4408885601178-Automating-SMS-support-with-Text-triggers was edited recently, it mentions that "Responses to notifications are placed into a Text ticket, like other inbound Text messages. If the end-user's number doesn't currently have an open ticket, a new ticket is created. If the end-user's number does already have an open ticket, the response is added to that existing ticket."
     
    So the end-user reply to the text will create a new ticket if the end-user doesn't have an open ticket, but if there is an open ticket with the customer number it should be added to the current ticket.
     
    I hope this helps, let me know if you have any questions. 
     
    Have a great day 
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