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PM

Joined Feb 05, 2025

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Last activity Feb 05, 2025

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Post Q&A - Talk and text

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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