Zendesk Voice # for SMS?

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8 Comments

  • Neil Weldon
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    Hi John, 

    Sorry this is not possible. The numbers we have are tied to Zendesk Voice only and cannot be used for SMS. When we request/search for a number we only specify that we want Voice capabilities so many of the numbers are not SMS capable. All of the billing management for the number use is tied to voice and enabling SMS and capturing the associated billing is not trivial. There are however a number of SMS integrations with Zendesk that you should look at. They may be found here https://www.zendesk.com/apps#telephony-sms

     

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  • Maurizio Meneghini
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    Hi Neil,

    Understand that it is not trivial, nevertheless from a customer perspective is quite annoying to have a number for the voice and another one for the sms.

    I would love to offer to customers one single number they can rely on (voice, sms, whatsapp, etc...).

    I hope that you will consider this feature as future improvement for ZenDesk Voice.

    2
  • Eddie
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    Even if the voice number could forward an SMS text to another number, this would still be better than having two numbers. Is that even possible?

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  • Neil Weldon
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    Hi all, 

    We have SMS in beta at the moment. If interested you can get more details and register your interest here.

    Neil 

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  • Neil Weldon
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    Text is a feature of the Talk Basic and Talk Advanced plans. 

    Neil 

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  • Eddie
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    Is there any mobile "talk" enabled app in the works? 

    The only issue now is that I am unable to initiate a "talk" call from my mobile device. As of now, I can only do this from my browser.

    Is there any way around this?

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  • Slava Kurilyak
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    +1 for merging Twilio Voice with Twilio SMS

    As a customer wanting to contact a business, I expect to call or text one number and receive support, so that I'm not confused why I need to remember two phone numbers.

    As a business owner who uses Zendesk, I want to offer my customers one phone number for calling or texting, so they don't forget which number is associated with which action.

    As a software developer, I want to use the same Twilio account, creating logic to address phone calls and incoming/outgoing texts, so that I offer Zendesk users best of both worlds.

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  • Neil Weldon
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    Hi Slava, 

    If a number you have is capable of both Voice and Text we can have it enabled for both. At the moment this is something that you should request Support@Zendesk.com to do for you, however coming soon is the capability for you to be able to do this yourself. 

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