Zendesk Text Messaging Integration

Integrate the TXTImpact SMS app into Zendesk Support. Receive and respond to tickets via text and MMS message. Send customer satisfaction surveys via text message directly from Zendesk once the ticket is solved. Text message features would enable customers to open a ticket via SMS and allow agents to respond to them via SMS.

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

  1. Login to the Dashboard with your TXTImpact credentials.

  2. Click on Manage Campaigns -> Add New campaign.

  3. Click on Text-2-Zendesk icon.

  4. Select a Short-Code And a Keyword or your Dedicated-Ten-Digit Texting Number.

  5. 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.
  1. Click on Save

  2. 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

  1. Create Survey campaign

  2. Setup your questions and response options

  3. Click On “Enable Zendesk”

  4. 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.
  1. Once you save the campaign it will create one External Target.

  2. Create the automation/Trigger steps to send our surveys based on ticket status or specific segment of users

  3. Track all responses online or receive them as an email

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