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Sending Outbound SMS within Thread

  • December 5, 2018
  • 2 replies
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T

Hi there! Does anyone know of a service/plugin that would allow Zendesk agents to send an outbound text within the same ticket? For example, we have an app integration using an API call that auto-creates tickets for certain user actions in-app, and we want to follow up with them via SMS but within that same "ticket thread". Was curious if anyone here had any ideas. 

One option is to use TextLine, but that requires an agent to then merge the newly created TextLine ticket with the ticket created via the API call. I'd like to streamline the process a bit.

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    P
    • Phil17
    • December 6, 2018

    Trevor, we do that using our own SMS API (https://www.nexmo.com/products/sms). We have also developed a small integration that adds text into a comment (for our own use) using Zendesk's API. I could imagine combining them both, so agents could add a comment, have a trigger react to that comment, sending the contents via SMS, then creating a new comment ( so agents can see that the SMS was sent, without looking at events. )

     

    Phil

    Nexmo, the Vonage API Platform

    J
    • James104
    • December 8, 2018

    Hey Trevor!

     If you use the Start a text conversation with proactive outbound texts recommended configuration for Zendesk Text then the responses from your customer will automatically include the details of the ticket that was created to send the initial message to your customer so your Agents don't have to manually merge these.

    If your integration is automatically processing an API call to create a ticket for these purposes I would recommend including a data point such as a Tag that you use to exclude these tickets from sending an email notification and send that message via SMS instead.  The Trigger actions should then close the ticket that was used to start this workflow.

     

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