{"id":1550,"date":"2018-01-04T10:10:46","date_gmt":"2018-01-04T10:10:46","guid":{"rendered":"http:\/\/firetext.wpengine.com\/?p=1550"},"modified":"2025-03-11T10:00:48","modified_gmt":"2025-03-11T10:00:48","slug":"2-way-sms-with-freshdesk","status":"publish","type":"post","link":"https:\/\/www.firetext.co.uk\/blog\/2-way-sms-with-freshdesk\/","title":{"rendered":"Guide: 2-Way SMS with Freshdesk"},"content":{"rendered":"\n

Update: <\/strong>We now have the option for Email to SMS, an easier alternative to 2-way SMS with Freshdesk. Find out more here.<\/a><\/strong><\/p>\n\n\n\n

We’ve partnered with Freshdesk<\/a> to provide 2-way SMS for your helpdesk. This is perfect for allowing your customers to text their questions straight to your support agents. You can even reply too.<\/p>\n\n\n\n\n\n\n\n

We’re going to show you how to set it up with FireText:<\/p>\n\n\n\n

Allowing customers to reply & create new tickets via SMS<\/h4>\n\n\n\n

You can create new tickets within Freshdesk, straight from your FireText account whenever a customer replies or sends a SMS to your FireText Reply Number. To get this setup, simply get in touch with your FireText account manager. We\u2019ll simply turn on the ability to forward messages from your FireText number into your Freshdesk account. Requires Garden plan or higher.<\/p>\n\n\n\n

Sending ticket responses via SMS<\/h4>\n\n\n\n

You can configure your Freshdesk account to send messages for all sort of responses. We’re going to show you how to setup a simple SMS reply back to open tickets.<\/p>\n\n\n\n

1) Click Admin<\/strong>. Then Automations >> Ticket updates
\n<\/strong>2) Create New Rule
\n<\/strong>3) Here we need to set some new parameters:<\/p>\n\n\n\n

Rule Name<\/strong>: e.g. FireText Send SMS when Ticket is updated<\/em>
\nReply is sent<\/strong>: Set this so we only perform the task when a reply is added.
\nEvent Performed by Agent<\/strong>: Set this so we only perform the task when an agent replies.
\nCondition<\/strong>: Tag<\/em> Contains any of SMS<\/em><\/p>\n\n\n

\n
\"FireText<\/figure>\n<\/div>\n\n\n

<\/p>\n\n\n\n

Perform “Trigger Webhook”<\/strong>: Once the conditions above are met, we trigger a webhook to FireText.
\nType: <\/strong>“POST”
\nCallback URL<\/strong>: https:\/\/freshdesk.firetext.co.uk\/webhook.php<\/em>
\nEncoding<\/strong>: “JSON”
\nContent<\/strong>: “Advanced”<\/p>\n\n\n\n

Here we need the following script:<\/p>\n\n\n\n

{
\n\"freshdesk_webhook\":{
\n\"latest_public_comment\":\"{{ticket.latest_public_comment}}\",
\n\"ticket_agent_name\":\"{{ticket.agent.name}}\",
\n\"ticket_requester_mobile\":\"{{ticket.requester.mobile}}\",
\n\"firetext_api\":\"abc123456789xyz\",
\n\"firetext_number\":\"4477021000111\"
\n}
\n}<\/code><\/p>\n\n\n\n

NOTE: You will need to replace the firetext_api<\/em> and firetext_number<\/em> parameters with the details for your account.<\/p>\n\n\n\n

If you are looking to initiate SMS messages from within Freskdesk, you’ll need to create a Rule under ‘Ticket Creation’ in Freshdesk. We’ve created a handy extension blog to detail this: How to initiate SMS messages in Freshdesk<\/a>.<\/p>\n\n\n\n

If you need any help, please contact your FireText account manager on 0800 038 5522 or email hello@firetext.co.uk<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Update: We now have the option for Email to SMS, an easier alternative to 2-way SMS with Freshdesk. Find out more here. We’ve partnered with Freshdesk to provide 2-way SMS for your helpdesk. This is perfect for allowing your customers to text their questions straight to your support agents. You can even reply too.<\/p>\n","protected":false},"author":3,"featured_media":1557,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-1550","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sms-tips"],"yoast_head":"\nGuide: 2-Way SMS with Freshdesk - SMS Marketing Blog<\/title>\n<meta name=\"description\" content=\"Learn how two-way SMS works with FireText and Freshdesk. Customers can text their questions straight to you, and you can reply! 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