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Change channels in the composer from SMS to Email



Posted Dec 04, 2021

When you receive an SMS ticket it is currently not possible to switch to email in the composer. If the customer already has an email in their customer record, or it is added, and you send a public reply, it sends both an SMS and an email message to the customer. It is not possible to choose which is sent.

Request is that the pulldown menu be changed from no selection (currently) on an SMS to clearly labeled "Reply via SMS" and "Reply via email" and that the two be separated and not send both at once. Also it would be good that "Public Comment" be changed all around to indicate the response channel.


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13 comments

Official

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Widson Reis

Zendesk Product Manager

Hi, 

Channel switching to and from SMS is a product gap we are aware of. Unfortunately, this is not something we will be addressing in 2024 as we decided to prioritise more requested features such as Voice AI, advanced call routing, call console improvements, and SIP trunking (for data dipping)

One alternative solution could be creating a side conversation from the original SMS ticket, as a way to tie the two conversations together.

Thank you the feedback!

1


Would like to strongly second this request. Currently on SMS initiated tickets, if an email address is added to the user profile later, then subsequent replies appear to be sent by email, although perhaps they are sent to both email and SMS. Would be better to be able to choose so as not to annoy customers by responding via 2 channels.. 

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+1

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We are also in need of this functionality to reduce sending two replies. 

2


Same here please. Seems an obvious requirement.

2


Same here, the current behavior makes no sense.

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+1

Definitely a must.  It will get customers annoyed receiving the same message in multiple channels.

2


+1 I am really surprised this is not a thing already

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Jess Oliver

Zendesk Luminary

Same, we just switched over, and everything else can toggle but that?

1


Just my opinion, but it's a bummer this isn't being prioritized this entire year and things like AI are taking over (which are an extra add-on cost and not available on the regular subscription plans) - vs getting basic features like this working instead

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+1

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+1

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+1

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