How to Use SMS in Zendesk - Frequently asked questions
Frequently asked questions
Why do dotted lines appear in SMS sent to my customers?
Dotted lines in SMS messages indicate a specific formatting issue. When you send outbound text messages from Zendesk, these dotted lines can appear due to the way the message is processed and displayed on the recipient's device. This is a common…
What should I do if I see an error about an unverified toll-free number?
If you encounter a 300032 error regarding an unverified toll-free number, it means your number hasn't been verified for sending texts. To resolve this, you need to complete the verification process for your toll-free number. This involves…
What are the different mechanisms for SMS opt-in?
SMS opt-in mechanisms are essential for compliance and customer consent. Typically, when you submit a number for verification, you will use various opt-in methods such as keywords, web forms, or in-person agreements. These mechanisms ensure that…
Does Zendesk Text support hosted numbers?
Yes, Zendesk Text supports hosted numbers, allowing you to manage SMS functionality within Zendesk while keeping your voice services with another provider. This flexibility is beneficial for teams that want to consolidate their communication…
What file types does Zendesk Talk recognize in MMS messages?
Zendesk Talk, through its provider Twilio, supports various file types in MMS messages. These include common formats like JPEG, PNG, and GIF for images, as well as other multimedia files. This capability allows you to send rich media content to…
How do I add Text to my Talk number in Zendesk?
To add Text to your existing Zendesk Talk number, you need to enable the feature within your Zendesk account settings. This process involves configuring your number to handle both voice and text communications, providing a unified channel for…
Can I use a 1-800 number as a Text line in Zendesk Talk?
Yes, you can use a 1-800 or US toll-free number as a Text line in Zendesk Talk. This allows you to leverage your existing toll-free number for both voice and text communications, providing a consistent contact point for your…
Why do my SMS messages fail to send?
SMS messages may fail to send due to various reasons, such as network issues, incorrect number formats, or unverified numbers. If you receive specific error messages, these can provide clues to the underlying issue. Ensuring your numbers are…
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 use the Zendesk interface to switch the communication method. This involves selecting the SMS option within the ticket and ensuring the customer's phone…
Why can't I receive 2-factor authentication verification messages through Text?
Zendesk Text does not support receiving verification messages for 2-factor authentication (2FA) or multi-factor authentication (MFA). This limitation is due to the way these messages are processed and the security protocols involved. For 2FA,…
How do I remove the agent signature from proactive outbound SMS messages?
To remove the agent signature from proactive outbound SMS messages, you may need to use a third-party solution. This involves configuring your message templates to exclude the signature, ensuring that your messages are concise and…
Can I use Zendesk to send bulk text messages?
Yes, Zendesk allows you to send bulk text messages to your customers. This feature is useful for reaching out to a large audience with important updates or promotions. Ensure you have the necessary permissions and customer consent before sending…
How do I prevent email notifications from being sent out on SMS tickets?
To prevent email notifications from being sent out on SMS tickets, you need to adjust your notification settings within Zendesk. By default, users receive email notifications for SMS tickets, but you can customize these settings to suit your…
Can I send an SMS through the API?
No, it is not possible to send an SMS through the API in Zendesk. SMS functionality is managed through the Zendesk interface, and API access for sending SMS is not currently…
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