Customer Replies to SMS: New Ticket Creation in Zendesk
What happens if a customer replies to an SMS sent from a non-SMS ticket?
When a customer replies to an SMS sent from a non-SMS ticket, a new SMS ticket is created in Zendesk.
This occurs because the communication channel switches from email to SMS. You can merge the new SMS ticket with the original ticket to keep all interactions in one place. This ensures that your support team has a complete view of the customer's communication history.
More related questions
How can I send a text to customers on a ticket from a non-SMS channel?
To send a text to customers on a ticket that originated from a non-SMS channel, you need to set up a custom workflow in Zendesk. This involves creating a custom ticket field and a Text trigger to automate SMS replies. First, create a checkbox…
What should I do if the SMS trigger doesn't appear in ticket events?
Currently, SMS triggers are not included in the ticket events in Zendesk, which can be a bit confusing during troubleshooting. While the SMS messages are sent successfully, the events history might only show email notifications. This is expected…
Why am I unable to select my phone number for the SMS trigger?
If you're unable to select your phone number for the SMS trigger, it might be because the number isn't registered as SMS-capable in your Zendesk account. Ensure that your phone number is set up for SMS in the Admin Center under Channels > Text. If…
How can I ensure customers only receive text messages and not emails?
To ensure customers only receive text messages and not emails, you need to adjust your triggers in Zendesk. Add a condition to your email notification trigger that checks if the 'Send text' field is not checked. This way, if the 'Send text' field…
Is it possible to change the sender name for SMS in Zendesk?
Currently, it's not possible to change the sender name for SMS in Zendesk. The sender name is controlled by the carrier, and Zendesk does not have the ability to modify it. As a workaround, you can encourage your customers to save your business…
Can I send both email and text notifications simultaneously in Zendesk?
Yes, you can configure Zendesk to send both email and text notifications simultaneously by setting up the appropriate triggers. To achieve this, ensure your email notification trigger and SMS trigger are both active. The SMS trigger should include…
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