{"id":1670,"date":"2015-08-25T12:01:25","date_gmt":"2015-08-25T12:01:25","guid":{"rendered":"http:\/\/firetext.wpengine.com\/?p=1670"},"modified":"2024-05-23T17:33:40","modified_gmt":"2024-05-23T16:33:40","slug":"configure-2-way-sms-with-zendesk","status":"publish","type":"post","link":"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/","title":{"rendered":"Configure 2-way SMS with Zendesk"},"content":{"rendered":"<p class=\"sms-box\"><strong>Update: <\/strong>We now have the option for Email to SMS, an easier alternative to 2-way SMS with Zendesk. <strong><a href=\"https:\/\/www.firetext.co.uk\/sms-marketing-features\/email-to-sms\">Find out more here.<\/a><\/strong><\/p>\n<p>Our integration with <a href=\"http:\/\/www.zendesk.com\" target=\"_blank\" rel=\"noopener noreferrer\">Zendesk<\/a> offers 2-way SMS. We&#8217;re going to show you how to set it up with FireText.<\/p>\n<p><!--more--><\/p>\n<h4><span style=\"text-decoration: underline;\">Sending ticket responses via SMS<\/span><\/h4>\n<h3>1) Installing the App<\/h3>\n<p>Installing the Zendesk app is a breeze. Within your Zendesk account: Select <em><strong>Apps<\/strong><\/em> &gt; <em><strong>Browse<\/strong><\/em>, then find the FireText app and click the tile. On the FireText app page, click Install app in the upper-right corner.<\/p>\n<p>Once installed, click the FireText icon in the left-hand pane. Here you can complete the setup by adding:<\/p>\n<ul>\n<li>Your chosen <strong>Sender ID<\/strong>.<\/li>\n<li>Your <strong>FireText API Key<\/strong>.<\/li>\n<\/ul>\n<p><em>Note: For 2-way SMS, your Sender ID\u00a0needs to be your FireText Reply Number.<\/em><\/p>\n<p><a href=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1671\" src=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_1-300x230.png\" alt=\"zendesk_blog_1\" width=\"300\" height=\"230\" srcset=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_1-300x230.png 300w, https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_1.png 456w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/a><\/p>\n<h3>2)\u00a0Configure Your Triggers<\/h3>\n<p>Zendesk has endless possibilities\u00a0to\u00a0configure your experience. For example, you may want to send a\u00a0SMS to acknowledge you&#8217;ve received a customer&#8217;s ticket. Or maybe you simply want to send\u00a0the\u00a0latest comment in a SMS.<\/p>\n<p>Let&#8217;s take a look at configuring the trigger to send a\u00a0SMS when you&#8217;ve updated a comment. Simply click: <em><strong>Business Rules<\/strong><\/em> &gt; <em><strong>Triggers.<\/strong><\/em><\/p>\n<p>1) Find the most suitable trigger (it&#8217;s probably named something like:\u00a0<em>Notify requester of comment update<\/em>). Click <strong><em>edit<\/em><\/strong>.<br \/>\n2) Under your <em>conditions<\/em>, you can add a new <em><strong>action<\/strong><\/em>.<em><strong><br \/>\n<\/strong><\/em>3) Select <strong><em>Notify<\/em><em> Target<\/em><\/strong>, then choose <strong><em>FireText &#8211; Requester<\/em><\/strong>.<br \/>\n4) To send the latest comment update, simply add the placeholder:\u00a0<em>{{ticket.latest_comment_formatted}}<\/em>.<br \/>\n<em>Or use {{ticket.latest_public_comment}}, if you don&#8217;t want to include your Zendesk signature text.<\/em><br \/>\n5) Select <strong><em>Update<\/em><\/strong> &gt; <strong><em>Submit<\/em><\/strong>.<\/p>\n<p><em>Note: The maximum number of characters you can send via FireText is 612 (4 credits).<\/em><\/p>\n<p><a href=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1672\" src=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_2.png\" alt=\"zendesk_blog_2\" width=\"958\" height=\"421\" srcset=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_2.png 958w, https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/zendesk_blog_2-300x132.png 300w\" sizes=\"auto, (max-width: 958px) 100vw, 958px\" \/><\/a><\/p>\n<h4><span style=\"text-decoration: underline;\">Receiving Replies into Zendesk<\/span><\/h4>\n<p>Your customers can reply to your tickets via SMS.\u00a0To get this setup, simply get in touch with your FireText account manager. We\u2019ll simply configure\u00a0the ability to forward messages from your FireText number into your Zendesk\u00a0account. Don&#8217;t forget, you can always use our <a href=\"https:\/\/zapier.com\/zapbook\/firetext\/\" target=\"_blank\" rel=\"noopener noreferrer\">Zapier<\/a> integration too!<\/p>\n<p>If you need any help, please contact your FireText account manager on 0800 038 5522 or email <a href=\"mailto:hello@firetext.co.uk\">hello@firetext.co.uk<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Update: We now have the option for Email to SMS, an easier alternative to 2-way SMS with Zendesk. Find out more here. Our integration with Zendesk offers 2-way SMS. We&#8217;re going to show you how to set it up with FireText.<\/p>\n","protected":false},"author":3,"featured_media":1673,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[36],"class_list":["post-1670","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sms-tips","tag-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Configure 2-way SMS with Zendesk - SMS Marketing Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Configure 2-way SMS with Zendesk - SMS Marketing Blog\" \/>\n<meta property=\"og:description\" content=\"Update: We now have the option for Email to SMS, an easier alternative to 2-way SMS with Zendesk. Find out more here. Our integration with Zendesk offers 2-way SMS. We&#8217;re going to show you how to set it up with FireText.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/\" \/>\n<meta property=\"og:site_name\" content=\"SMS Marketing Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/firetext.co.uk\/\" \/>\n<meta property=\"article:published_time\" content=\"2015-08-25T12:01:25+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-05-23T16:33:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/mentor_wide_xxl_rgb_large.png\" \/>\n\t<meta property=\"og:image:width\" content=\"580\" \/>\n\t<meta property=\"og:image:height\" content=\"326\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Dan Parker\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@firetext_uk\" \/>\n<meta name=\"twitter:site\" content=\"@firetext_uk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Dan Parker\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/\"},\"author\":{\"name\":\"Dan Parker\",\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/#\/schema\/person\/88b56661115d073db08f59e849039c1a\"},\"headline\":\"Configure 2-way SMS with Zendesk\",\"datePublished\":\"2015-08-25T12:01:25+00:00\",\"dateModified\":\"2024-05-23T16:33:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/\"},\"wordCount\":345,\"publisher\":{\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.firetext.co.uk\/blog\/configure-2-way-sms-with-zendesk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.firetext.co.uk\/blog\/wp-content\/uploads\/2015\/08\/mentor_wide_xxl_rgb_large.png\",\"keywords\":[\"Latest News\"],\"articleSection\":[\"SMS Tips &amp; 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