Zendesk - Send Automated SMS Globally

With the webhook integration, you can now send automated SMS when there's any change in Tickets and Requesters. This help article will guide you through the steps on how to set up.

Prerequisites

1. Create a ClickSend account here.
2. You must have access on Zendesk admin.

Create a webhook

1. On Admin, go to App and integrations menu > Webhooks > create a webhook under Actions.

   

2. Name your webhook for reference.
   This is our Send SMS endpoint - (https://rest.clicksend.com/v3/sms/send) Put this endpoint on the Endpoint URL field. View our Docs here.
   Request method is POST.
   Request format is JSON.
   Authentication should be Basic Authentication.
   Username and Password is your ClickSend's username/email and API key. Find your credentials here. Click Create when done.

   

   

Add a trigger

1. Now a webhook is created, go create a trigger for it. You'd go Manage triggers.

   

   You can select a ready trigger under Notifications

   

   or you can create a customised trigger. On this help article, let's create a customise trigger.
2. Add a trigger. Name it for your reference.
   Category - you can add a new category or select an existing one. On this guide i'll be selecting the Ticket category since I wanted to to execute the Send SMS action when there's any change in the ticket.

Affiliate the webhook action you created earlier on this trigger.

1. Add action > Notify active webhook > and select the Send SMS webhook action you just created earlier.

There's a JSON body you'll have to configure. Add the below code to JSON body:

{ 
    "messages": [
        {
            "to": "+61411111111",
            "source": "zendesk",
            "body": "this is a test message"
       }
    ]
}

The values can be dynamic by adding placeholders. Click view available placeholders to view dynamic values you can use. Below is a good dynamic example to send SMS.

{ 
    "messages": [ 
        { 
            "to": "{{current_user.phone}}", 
            "source": "zendesk", 
            "body": "Hi {{current_user.first_name}}, the {{ticket.brand.name}} status has been changed to {{ticket.status}}. Please do necessary actions based on the status. " 
        } 
    ] 
}

1. Save the trigger. That's it! With this setup, Zendesk will send automated SMS when a trigger takes place.

Troubleshoot

Not able to send SMS successfully? Kindly check the following:

1. Check your connection. It should be using your ClickSend's username and API key not password.
2. No balance on the account. To check and top up, visit our Billing page here.

FAQS

1. Can I send messages from Business name?
   -Yes except on the countries we do not support. Find here which countries we support sending business name with.
   -We can only support 11 character business name without space.
2. How to add business name as the sender of my messages?
   -Add "from" parameter on the JSON body. Example below:

   { 
       "messages": [ 
           { 
               "to": "+61411111111", 
               "from": "MyCompany", 
               "source": "zendesk", "body": "this is a test message"                                     
           }
       ] 
   }

3. Do you support replies?
   -Yes we do for our shared and dedicated numbers except for Business name and personal phone number.
   -Get initial inbound messages with dedicated numbers. You may purchase from here.