Announced on | Rollout starts | Rollout ends |
November 5, 2024 | November 5, 2024 | November 7, 2024 |
Zendesk is pleased to announce support for routing SMS-based text messages with omnichannel routing.
This announcement includes the following topics:
What is changing?
Until now, omnichannel routing hasn't supported routing SMS text messages from Zendesk Text numbers. With this release, tickets originating from SMS (via type 57) can be routed as email tickets with omnichannel routing.
Why is Zendesk making this change?
Zendesk realizes that SMS is an important channel to many of our customers. To truly provide an omnichannel routing solution, we need to be able to route SMS tickets.
What do I need to do?
No action is required. This change is being rolled out to all accounts eligible for omnichannel routing.
If you receive SMS tickets, they will either be routed automatically through custom queues or will require the assignment of a group and the auto-routing tag to be routed through the standard queue. To create ticket triggers that act on SMS tickets, use the Ticket > Channel | Is | Text condition.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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