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Text a group when an urgent ticket is created



Posted Feb 05, 2025

Hi Zendesk, I'm trying to create a trigger that texts a group of agents when an urgent ticket is created. The purpose is to notify a group of people should some catastrophic event happen outside of work hours. Agents don't always check their work email, but they do check their texts. Here's the criteria:

 

When all of the following conditions are met:

  • Ticket status is new
  • Ticket is received at name@domain.com
  • Ticket subject text contains the following string: code red

Take the following actions:

  • Change the ticket priority to urgent
  • Change the ticket type to incident
  • Notify the group via email of an urgent ticket
  • Notify by group text > Recipient is the agent group
  • From: Zendesk Talk number

What I don't understand, and what's not working, is how this trigger can notify our group of agents via text message. I cannot find a field in Zendesk that allows me to input a user's phone number. Unsurprisingly, when the trigger fires, it doesn't text anyone. 

 

How can I build out a process that will text a group of users?


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image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi there,
 
Please be informed that the users' phone numbers are not configured within the trigger. However, they can be found on each individual user profile page. There are two requirements for Talk to be able to identify an existing user from their telephone number:
 
  • The number in the user's profile must be formatted with the internationally standardized E.164 format, for example, +16175551212. For more information, see the article: What are the accepted phone number formats for Talk?
  • The number must be marked as the user's direct line. Zendesk cannot identify a user if they are using a shared number.

Once this is all set up and the trigger fired to send an outbound SMS/Text to the selected group text, it will check all the users who have a valid direct line/phone number in their user profile to ensure the SMS outbound notification is sent.

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