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PM
Joined Feb 05, 2025
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Last activity Feb 05, 2025
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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?
Posted Feb 05, 2025 · PM
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