SMS Channel enabled on new ticket creation
How can we enable the SMS channel when we are opening a ticket for the user? Most of our communications are with SMS.
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Hi Sydney,
Thanks for contacting Zendesk's Advocacy team! If you're referring to creating proactive SMS tickets, then it is possible by creating a trigger. You may check this article about Start a text conversation with proactive outbound texts for your guide. I hope this offers you a point to start from. If there are any further issues or concerns on your behalf, please don't hesitate to contact us.
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No with that it will create a new ticket when the costumer responds back the first time then you have to Merge the tickets together. Please reach out via Email and I will supply more details
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Hi Jim,
No worries, I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created.
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