Zendesk Text Messaging Integration
Customer Satisfaction, One Text at a Time with TXTImpact and Zendesk!
Zendesk Text Messaging Integration
Customer Satisfaction, One Text at a Time with TXTImpact and Zendesk!
Integration Features
Support
Allow customers to open support tickets via SMS.
Linking
Create multiple campaigns for support numbers and link to individual departments or agents.
Automatic Replies
Your agent can reply automatically to send updates about tickets and send responses to customer via SMS.
Customization
Support Picture Messages (MMS), emojis, and attachments for all new and updated Tickets
Instructions On How To Set Up This Integration
In Seven Easy Steps
Login to the Dashboard with your TXTImpact credentials.
Click on Manage Campaigns -> Add New campaign.
Click on Text-2-Zendesk icon.
Select a Short-Code And a Keyword or your Dedicated-Ten-Digit Texting Number.
Enter Zendesk Domain, Login Email address and Zendesk API key - You can view your API key(s) or generate one from Zendesk admin tools and selecting the API option.
Click on Save
Once you save the campaign it will create one External Target and Two Triggers, which can change as per your requirements
Enabling SMS Surveys with Zendesk
Create Survey campaign
Setup your questions and response options
Click On “Enable Zendesk”
Enter Zendesk Domain, Login Email address and Zendesk API key - You can view your API key(s) or generate one from Zendesk admin tools and selecting the API option.
Once you save the campaign it will create one External Target.
Create the automation/Trigger steps to send our surveys based on ticket status or specific segment of users
Track all responses online or receive them as an email
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FAQ
How do i send sms on zendesk
You can easily send sms on Zendesk by simply integrating with a reliable texting tool, TXTImpact.
How do i turn on sms in zendesk
Use Zendesk Text (built-in SMS support) Steps:
Go to Admin Center → Click the gear icon (⚙️) or visit admin.zendesk.com
Navigate to Channels → Talk and Email → Talk → Select "Phone Numbers"
Add an SMS-enabled phone number → Zendesk supports SMS-enabled numbers in certain countries.
Enable SMS → Once the number is added, enable Text in the number's settings.
Customize triggers and automation → Set up triggers for auto-replies or message routing.
Test your SMS setup → Send a test SMS to confirm it creates a ticket and appears in Zendesk.
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