text/SMS channel needs to be standardized

4 Comments

  • Jason Walker
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    Any update on this? Zendesk advertises being an omnichannel support solution. I really need to be able to create tickets via SMS and to be able to respond to calls and email via SMS. I currently copy the phone number from ticket and reply using SMS using Vonage app on phone and/or browser-based app. Therefore it is no longer "omnichannel". 

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  • Jason Walker
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    I totally agree. When we miss a call and a user leaves a message, this creates a ticket. Would love to be able to reply via SMS using the same number without having to create a new ticket or by using a trigger. 

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  • Nicole - Community Manager
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    Thanks for the feedback, Jason. 

    0
  • Thomas Bumgardner
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    SMS is requiring the customer lists add-on, which is lacking to say the least, to be of any use at all.  This needs iteration if "Text" is going to be considered a feature-benefit.

    0

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