Using SMS as a Support Channel in Zendesk
Learn how to set up SMS as a support channel in Zendesk and explore number porting options.
How can I use SMS as a support channel in Zendesk?
To use SMS as a support channel in Zendesk, you need to purchase a new text number. Zendesk Text does not support using hosted numbers, so your existing number cannot be used directly for SMS.
If you prefer to keep your current number, consider porting it into Zendesk Talk. This process allows you to transfer your number to Zendesk, but you'll need to confirm if porting is available for your number. For further details, refer to the article on porting numbers for Zendesk Talk.
More related questions
Can I use my existing phone number for SMS in Zendesk Text?
No, you cannot use your existing phone number for SMS in Zendesk Text. To utilize SMS as a support channel in Zendesk, you will need to purchase a new text number. If you're interested in keeping your existing number, you might consider porting it…
Does Zendesk Text support hosted numbers for SMS?
Zendesk Text does not support hosted numbers for SMS. If you want to use SMS as a support channel, you will need to purchase a new text number from Zendesk. For those who wish to maintain their current number, porting it into Zendesk Talk might be…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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