Feature request: Ability to send out text messages
Posted Sep 24, 2019
I was asking support on how to send an outbound text message, and they told me that it can't be done and that I should suggest it as a feature on this forum.
Here's the scenario:
• Customer contacted us via contact form, and requested we respond via text message
• We need to send an outbound text message to them.
With how it currently works, there is no way to actually send out a text message, because it created a ticket as an email end user.
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6 comments
Official
Kelly Danner
Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.
We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!
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Shawna James
Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!
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Official
Kelly Danner
Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.
We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!
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Jenny Gillett
Hi all,
We do have the ability to send a proactive text using tags and triggers, to send the message via Text. Have a read of this article, under the section "Create a proactive ticket" it might help with your use case.
Regards
Jenny
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Michael
I think I figured out why we can't do this. The rules maybe different when we initiate the text conversation. Having to have the person opt in, and options to opt out.
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Kurt
Hi team,
Bumping this thread.
I want to be able to reply to incoming voicemails via reply text.
This would need to be done via a manually entered phone number as the voicemails do not come through with a user attached.
Is this function available? Planned? Talked about?
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Michael
I can't believe this still isn't a feature. I need this ability.
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