My organization is successfully using a Ticket Field/Trigger (from the recommendation of https://support.zendesk.com/hc/en-us/articles/4408835524506-How-can-I-send-a-text-to-customers-on-a-ticket-that-originated-in-a-non-SMS-channel-) to have a ticket reply to a non-text channel ticket be delivered via Text message.
This is amazing, however one limitation I've noticed is that the Text Message event itself is not listed in the Events History on the ticket. Even though the feature works, only the email event appears on the Events History. The Trigger that pushes the SMS text doesn't appear on the ticket anywhere, meaning that should we ever need to troubleshoot if the trigger worked, we'd be unable to do any vetting.
Please consider ensuring that SMS Triggers appear on the Events History of a ticket for auditory purposes
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