Non-URL based SMS Survey for Phone (best app?)


  • Dave Dyson

    Hi Benny, just FYI I've moved your question to our Troubleshooting and Q&A topic. User Tips & Tricks is for user-generated tutorials and such. Thanks!

  • joseph Honey

    Is it possible for me to change the behavior of my SMS trigger to always apply the agent name but sometimes only sometimes?

  • Dane
    Zendesk Engineering
    Unfortunately, only the URL survey link is a viable option when it comes to SMS survey that can be done natively. I have also tried to search for a similar app in the Marketplace but there's none. 
    For this use case, you must create two triggers. One will be used to always apply the placeholder when an SMS via trigger is sent and the other one is a contains whatever name/detail you prefer. The second trigger should fire on a specific condition unique to the ticket being handled. This can be a tag.

    Hope this helps!
  • Kamal Ali

    Is it feasible for me to change the way of behaving of my SMS trigger to continuously apply the specialist name yet in some cases just at times?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Kamal,

    in this case, you would have to build separate Triggers.

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