Help desks

Zendesk

Text a customer when their ticket is solved, and text yourself when an urgent one arrives.

What you can do

Recommended
Zapier
BlueBot’s Zapier app has a Send Text action and instant triggers for incoming texts and every change of state.
Zapier in the docs
API
Your own code calls BlueBot’s REST API and listens to its signed webhooks.
API in the docs

Recipes

Set one up as written, or change it to fit how you work. The docs have the same recipes step by step.

01With Zapier

Starts when

When a ticket’s status changes to Solved in Zendesk

Start a Zap with Zendesk’s trigger for an updated ticket.
Add a Filter by Zapier step for tickets that are Solved and whose requester has a phone number.
Add BlueBot’s Send Text action and map the requester’s phone to To.

The text it sends

Hi {{first_name}}, we’ve solved ticket #{{ticket_id}}: {{subject}}. If anything’s still wrong, just reply here.

From your own number

02With Zapier

Starts when

When a new ticket comes in to Zendesk

Start a Zap with Zendesk’s trigger for a new ticket.
Add a Filter by Zapier step for priority Urgent.
Add BlueBot’s Send Text action with your own number in To and the subject in Text.

The text it sends

Urgent ticket #{{ticket_id}} from {{requester_name}}: {{subject}}

From your own number

03With the API

Starts when

A text comes in (BlueBot’s message.received webhook)

Send the solved text from your code with the ticket ID in metadata.
When message.received comes in, find the last text you sent that number with GET /v1/messages and read the ticket ID from its metadata.
Add the reply to that ticket as a comment through Zendesk’s API.

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