Kristian Korsgaard

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!

Given Omnichannel custom queues, having the option to use specific phone lines as conditions is extremely valuable.

Benjamin Kirsch, Thanks for updating this request.

The outbound email bounce would not be relevant in this use-case, as there would be no email attached to the customer in the first place.

Hopefully, this request can get a higher priority soon.