Installation & Setup
Install the App
Go to the ClickSend SMS App on Zendesk Marketplace.
Click Install, then choose your Zendesk account.
Click Install again to confirm.
Authenticate with ClickSend
In Zendesk, go to Admin Center > Apps and Integrations > ClickSend SMS.
Enter your ClickSend username and API key (found here).
Click Connect to ClickSend.
Once connected, your SMS history will populate.
Sending SMS from Zendesk
There are three ways to send SMS within Zendesk:
1. Top Bar (Quick SMS – Recommended)
Accessible from any page in Zendesk.
Ideal for quick, personalised messages to contacts.
2. Ticket Side Bar
Use when working on a ticket with a saved phone number.
Ideal for customer service replies within conversations.
3. Navigation Bar (Bulk Messaging)
Send individual or bulk SMS to groups or organisations.
Great for announcements, promotions, or alerts.
Receiving Inbound SMS
Replies appear in real time on your Zendesk dashboard.
Unread messages show a red dot indicator.
Note: Zendesk may not show replies if your ClickSend account has more than 10 inbound rules. Learn more about Inbound Rules.
Tip: Regularly check your dashboard to ensure timely replies.
Automated SMS via Webhook + Triggers
Use Zendesk triggers to send SMS automatically when ticket updates occur.
Create a Webhook
Go to Admin Center > Apps and Integrations > Webhooks.
Click Create Webhook.
Use the following settings:
Endpoint URL: https://rest.clicksend.com/v3/sms/send
Method: POST
Format: JSON
Authentication: Basic Auth (ClickSend username + API key)
Add a Trigger
Go to Triggers > Add Trigger.
Choose a category (e.g., Tickets).
Add an action:
Notify active webhook → select your ClickSend webhook.
Add this to the JSON body:
Basic:
{
"messages": [
{
"to": "+61411111111",
"source": "zendesk",
"body": "this is a test message"
}
]
}Dynamic Example:
{
"messages": [
{
"to": "{{current_user.phone}}",
"source": "zendesk",
"body": "Hi {{current_user.first_name}}, the {{ticket.brand.name}} status has been changed to {{ticket.status}}."
}
]
}
FAQs
How do I authenticate?
Use your ClickSend username and API key (not your password).
Can I track SMS delivery?
Yes, SMS status can be tracked via the Top Bar, Side Bar, and Navigation Bar.
Can I send bulk messages?
Yes, use the Navigation Bar and select a group or organization.
Do replies work with all sender types?
Replies work with shared or dedicated numbers. Not supported with Alpha Tags or your own number.
Can I use an Alpha Tag sender ID?
Yes, in supported countries. Limit: 11 characters, no spaces.
Add from field in your JSON body:
{
"messages": [
{
"to": "+61411111111",
"from": "MyCompany",
"body": "this is a test message"
}
]
}
Troubleshooting
Authentication
Ensure you’re using your ClickSend username and API key, not your password.
Inbound SMS not working?
Make sure you have a dedicated number.
Limit webhook rules to under 10.
Account Credit
Ensure your ClickSend account has enough credit. Top up here.
Global Sending
Enable global sending for your target countries. Contact support for help.
Phone Number Formatting
Use international format (e.g., +1XXXXXXXXXX for US).
Missing Message Fields
Ensure required fields like recipient number and message body are filled.