SMS Channel enabled on new ticket creation
How can we enable the SMS channel when we are opening a ticket for the user? Most of our communications are with SMS.
Thanks for contacting Zendesk's Advocacy team! If you're referring to creating proactive SMS tickets, then it is possible by creating a trigger. You may check this article about Start a text conversation with proactive outbound texts for your guide. I hope this offers you a point to start from. If there are any further issues or concerns on your behalf, please don't hesitate to contact us.
No with that it will create a new ticket when the costumer responds back the first time then you have to Merge the tickets together. Please reach out via Email and I will supply more details
No worries, I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created.
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