Automating SMS support with ticket triggers that send texts



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Rob Stack

Zendesk Documentation Team

Edited Nov 05, 2024


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The article says "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."  

The part in italics does not seem to be accurate. We are using a work around similar to the one described by Justin above, to text end users who call first (and open a Talk ticket). It is a tedious process, and a new text ticket is ALWAYS created, even if there is an open Talk ticket. How can we have the text response added to the existing Talk ticket? 

And while I'm asking about this, it would be great if agents can send SMS messages from Talk tickets without the elaborate work around. Is this feature on the road map and if so, is there a time frame for it? Thanks! 

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I would also like to know this. There should be a feature to switch between all channels, including sms text, especially in view of Zendesk's push toward a more unified interface and allowing channel switches.

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You can switch channels if the user has both contact details in place. For us, we can switch from email to WhatsApp if both email and WhatsApp numbers are on the user profile. This is very manual.

 

My challenge is, we just subscribed to omnichannel and we have duplication of users because now we have their numbers on WhatsApp but with WhatsApp alias names so very hard to link the two. We thought of deleting and importing our users afresh with both details in place.(and we followed the instructions for bulk importing users).We uploaded a list of 10 as a test but it did not import the user with both number and email. We were back to the same problem.It would be very helpful if we could find a workaround for this.

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Hello,

My team is trying to set up triggers to give customers an opt-in option to respond via SMS.

When someone texts us now, we reply simply with a "hello, send your name/email" but due to the FCC regulations, we need to adjust this to first include an opt-in "text 1 if you agree to allowing us to text you" and then follow that reply with another based on what they answer. Either "since you didn't select 1, we can't text you back, but you can email us here" or "thank you for confirming, how can we help". 
 
This is a bit more complex than I can work through in my head. Does anyone have the background to help me configure this by chance? 

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Neil

Zendesk Customer Care

Hi there,
 
There isn't any IVR for Text or anything similar but you can try using triggers for this workflow. The trigger sample in this article shows how you can automate a reply to any end-user that sends a Text message to your Zendesk number.

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Hi there! Is this bit “If the end-user's number doesn't currently have an open ticket, a new ticket is created” indicating that if the end-user's number doesn't have a ticket that is 'less than closed', it will open a new SMS ticket? Or it is truly that the end user needs to have a ticket with a status of Open, not New/Pending. 

 

Based on my current understanding of this section, I've set up an auto-reply to SMS tickets that sets the ticket status to open. However, I'm wondering if I read this too literally and I should remove that action so the tickets receive the auto-reply upon creation and are also tickets with status New, not Open. May I kindly ask you to share recommendations on this? 

 

Thank you for your time!
 

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Zsa Trias

Zendesk Customer Care

Hello Danielle,
There's no need to setup a trigger to set the ticket status to open, the line suggests that if there's an unclosed SMS ticket, replies from the customer should reflect on the same ticket. 

However, if the customer responds and the ticket is already closed, the reply would create a new SMS ticket.

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I don't see text notification as an option in Zendesk Automations. Are there any plans of adding this option in the future? 

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Shawna James

Community Product Feedback Specialist

Hey Leo, 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. 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!

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