Handling New Inbound Text Messages in Zendesk
How does Zendesk handle new inbound text messages?
Zendesk typically continues new inbound text messages on the existing ticket. If you want to ensure a new text thread doesn't continue on a solved or closed ticket, you should modify your triggers.
Set the ticket to 'closed' instead of 'solved' to prevent reopening. This approach helps manage follow-up tickets effectively, as the SMS channel doesn't follow the same threading logic as email.
More related questions
How do I add a Text number in Zendesk?
To add a Text number in Zendesk, you need to follow a few simple steps. First, navigate to the Admin Center and click on the Channels icon in the sidebar. Then, select Messaging and social > Text. From the Numbers tab, click 'Add number'. Choose…
Can I edit settings for a Text number in Zendesk?
Yes, you can edit settings for a Text number in Zendesk after purchasing it. To do this, go to the Admin Center, click the Channels icon, and select Messaging and social > Text. From the Numbers tab, click on the number you want to edit. You can…
How do I enable a Text number for Talk in Zendesk?
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How can I delete a Text number in Zendesk?
If you no longer need a Text number in Zendesk, you can delete it easily. Go to the Admin Center, click the Channels icon, and select Messaging and social > Text. In the Numbers tab, find the number you want to delete. Click the menu icon next to…
What should I do if my text messages are not routing correctly in Zendesk?
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Can I send outbound text messages from Zendesk?
Yes, you can send outbound text messages from Zendesk to your customers' mobile numbers. This feature is useful for informing customers about updates, such as delivery times or other important information. Ensure you have the necessary setup and…
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