Adding and managing Text numbers

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12 Comments

  • Kelly M.

    I have 2 phone numbers set up to receive text messages and am trying to route texts sent to one of the numbers to a specific group (and hence a specific view) within Zendesk. Although I have the text phone number set to route to this group, incoming text messages to that number are still appearing in my main support group and not the specified one. Am I missing something?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Kelly,

    I'd suggest taking a look at the Events log for one of your mis-routed text tickets. It may be that the ticket is initially routed to the correct group, but then another Trigger overrides that and assigns it to your main support group. Any trigger that made a change to the ticket should be listed in the events log.

    For more information see Viewing all events of a ticket

    Hope that helps!

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  • Kelly M.

    That was it! An ancient trigger slipped in and rerouted it. Thanks!

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  • Dave Dyson
    Zendesk Community Manager

    Awesome, glad that worked @...!

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  • Matt Gargula - Supervisor

    What is the threshold for when a text message becomes a new ticket or continues on the existing text thread?

     

    Will New Inbound Texts from the customer always continue on one existing ticket?

    For example, I tested this process and all of my texts continue on the same existing ticket. I even tried to mark the ticket as solved and delete the text thread from my phone then text again to try and create a new ticket, but it reopened the existing ticket.

    I would like to understand how to manage that and how to be sure a new text thread from a month after the original wont continue on a solved/closed ticket.

     

    Thank!

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  • Ronald Suplido Jr

    Hi Matt! I’m not aware of any threshold documented, but that’s why we recommend keeping just one text conversation active per customer. So working through follow up tickets is the only approach I believe. That’s why your Trigger must set the ticket to closed as the SMS channel can’t follow the same threading logic you have on the email channel.

    So for instance, you can modify the trigger that sends out SMS messages apply a tag. This tag can then be used in a separate trigger to set that ticket to "closed" instead of "solved." Hope this helps!

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  • Katie Meek

    I have multiple phone numbers clients text for different reasons.  I have confirmed they are routed correctly but we continue to have the tickets show up in the wrong group.

    On a voice ticket we can see what number the client called to reach us.  Is there a way to verify this for SMS messages? I have looked at the event log and it only provides the end user's phone number.

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Katie,

    While the number the customer texted to will not show up in the events, you can see this on the History Tab if you go to Admin>Channels>Text. From there it will show all transactions and below that "Message Details". You can cross reference with the ticket ID to the Text and it will show you the number it was sent to. There is a screen shot below illistrating this:

    Hope that helps!
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  • Katie Meek

    This would really be a beneficial feature for our agents when they are working SMS for multiple groups.  My groups are separated in part by phone number so needing to ask an admin to check the history is not efficient.

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Katie, 

    You can also set the group for the direct SMS number under the same Admin>Channels>Text path, which is what the ticket will be assigned to should a customer text that number. I will mark this as a feature request having more visibility within the ticket in regards to the number for you. 

    Thanks!
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  • Alex App

    Is it possible to create outbound text messages we can sent to our customers' mobile numbers from Zendesk? We are a quick commerce platform in Germany and would like to use this option (if possible) to inform our registered customer who already placed an order about longer delivery times in case of extreme weather, or other circumstances. Any thoughts?

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  • James Persson

    Suggest showing greyed out images showing if a mobile line has MMS capability or not. Or check boxes showing ticked or crossed etc.

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