Recent searches
No recent searches
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?
0
1 comment
Gabriel Manlapig
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:
0