Integrate the Wire2Air SMS app into Zendesk Support. Receive and respond to tickets via Text and MMS Message. Send customer satisfaction Survey via Text Message directly from Zendesk once a ticket is solved. Text Message feature would enable customers to open a ticket via SMS and allow agents to respond to them via SMS.
Integration Features:
- Allow customers to open support tickets via SMS
- Agent responses automatically send, update the ticket, and send a response to customers via SMS
- Create multiple campaigns for multiple support numbers and link to individual departments or agents
- Support Picture Messages (MMS), Emojies, and Attachments for all new and updated Ticket
Step-by-step instructions: How to Enable Zendesk Tickets Integration?
- Log in to the Dashboard with your TXTImpact credentials
- Click on Manage Campaigns -> Add New campaign
- Click on Text-2-Zendesk icon
- Select a short code And a Keyword or your dedicated 10 digit texting number
- 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. - Click on Save
- Once you save the campaign it will create one External Target and Two Triggers, which can change as per your requirements.
Step-by-step instructions: How to Enable SMS Survey with Zendesk?
- Create Survey campaign
- Setup your questions and response options
- Click On “Enable Zendesk”
- 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. - Once you save the campaign it will create one External Target.
- Create the automation/Trigger steps to send our surveys based on ticket status or a specific segment of users Track all responses online or receive them as an email
- Please see sample screenshots below: