How to integrate SMS into Zendesk:

1) Login to Zendesk & create a new URL target

i) Once logged in, click Settings >> Extensions
ii) Select the Targets tab >> click add target
iii) Choose URL Target (see picture)

2) Add the following parameters:

i) Title: FireText SMS Target
ii) URL: https://www.firetext.co.uk/api/sendsms?
with the following parameters:

username=YOUR_FIRETEXT_USERNAME
password=YOUR_FIRETEXT_PASSWORD
from=FireText
to={{ticket.requester.phone}}

e.g. https://www.firetext.co.uk/api/sendsms?username=demo@firetext.co.uk&password=d3m0&
from=FireText&to={{ticket.requester.phone}}

iii) Method: POST
iv) Attribute Name: message

Basic Authentication: Not required

3) Select Create Target & click Submit

Enable SMS notifications:

Ok, now we just need to tell Zendesk when to send SMS notifications - this can be done with Triggers.

1) Select your Trigger for your SMS notification

i) Select Manage >> Triggers & Mail Notifications
ii) Choose the Trigger to add SMS - click edit

2) Add the FireText SMS Target to your Trigger

i) Scroll down to Perform These Actions,
ii) Click Add action (little green plus symbol)
iii) Enter the following parameters:

Select Action: Notify Target >> FireText SMS
Message: Enter your message:
e.g. Ticket ({{ticket.id}} - {{ticket.title}}) has been updated. Please visit: {{ticket.url}} The FireText Team

3) Select Create Target & click Submit

TIP: You'll need to add a mobile phone number to the profile of your registered customers.