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Customizable Sender ID for Zendesk Text Messages

Answered


Posted Jun 27, 2024

Current Situation:

Zendesk's current text messaging functionality does not allow for customization of the sender ID. This means that text messages sent from Zendesk appear to come from a generic phone number, which can be confusing for customers and detract from brand recognition.

 

Proposed Feature:

Allow Zendesk administrators to set a custom alphanumeric Sender ID (e.g., "YourCompany") for outgoing text messages. This Sender ID would be displayed to the customer instead of the generic phone number.

 

Benefits:

  • Enhanced Brand Recognition: A custom Sender ID would make text messages instantly recognizable as coming from your company, increasing brand awareness and trust.
  • Improved Customer Experience: Customers would be less likely to dismiss messages as spam if they clearly see they are from a trusted brand.
  • Increased Engagement: A recognizable Sender ID could lead to higher open and response rates, as customers are more likely to engage with messages from familiar sources.

Technical Feasibility:

This feature is already supported by Twilio, Zendesk's Talk service provider. Twilio offers Alphanumeric Sender IDs, allowing businesses to use their brand name or a relevant keyword as the sender. This suggests that implementing this feature within Zendesk would be technically feasible.

 

Additional Considerations:

  • Compliance: Zendesk should ensure that the implementation of custom Sender IDs complies with any relevant regulations or carrier requirements in different countries.
  • Ease of Use: The feature should be easy for administrators to set up and manage within the Zendesk admin interface.

Conclusion:

Customizable Sender IDs would be a valuable addition to Zendesk's text messaging functionality. It would benefit both businesses and their customers by improving brand recognition, customer experience, and overall engagement. Given that Twilio already supports this feature, we urge Zendesk to prioritize its implementation.

 

Thank you for considering this feature request!


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4 comments

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Shawna James

Community Product Feedback Specialist

Hey Kristian,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Martin Holmes

Zendesk Product Manager

Hi, 

Thank you for the detailed feedback. This feature is not on our 2024 roadmap, however, we will add to our backlog for future consideration. 

Martin 

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This seems pretty basic and we would like this too.

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Hi,

We would like to change the SMS sender ID of the lines we use via Zendesk Talk. These lines were not purchased through Twilio; we acquired them through Zendesk and operate them via Zendesk Talk.

This is an important feature that we believe Zendesk should prioritize and develop as soon as possible. We cannot afford for our company to be unrecognized by customers, as it could cause significant damage to our business.

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