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Zendesk Support: Send Text Trigger
Zendesk Support: Send Text Trigger
Jenny avatar
Written by Jenny
Updated over a week ago

To send Textline messages using the Zendesk Support UI, you'll need to add and update some triggers within Support. The changes will enable any Support ticket with the tag Textline to send a text - but not an email - when an agent responds.

Public comment warning

Having Textline add messages to tickets as public comments instead of private notes (the default configuration) WILL send messages to contacts via email if you do not follow the steps below.

Turning off Email Triggers for Textline Tickets

  1. Navigate to Triggers admin by clicking into Admin (Gear icon), then Objects and Rules, then Triggers (under Business Rules in the side menu).

  2. Select the Notify requester of received request trigger. This trigger is created by default by Zendesk Support. If you have more than one or have edited it previously, you may need to do this once or check with your Zendesk Admin before proceeding).

  3. Click Add Condition

    • Select Tags from the first drop-down

    • Select Contains none of the following from the second drop-down

    • In the final field, enter textline as the tag.

Click Save

Repeat steps 3 and 4 for the Notify requester of comment update trigger.

Now, to ensure that messages sent through Zendesk with the textline tag do send a text:

  1. (If you have the assign a conversation or resolve a ticket trigger set up, skip to the next step):

    • Navigate to Webhooks admin by clicking into Admin (Gear icon), then Apps and Integrations, then Webhooks (under Webhooks in the side menu).

    • Click Create Webhook at the top right

    • Select Trigger or Automation

    • Under Add Details type in the following information:

    • Click Create Webhook

  1. Navigate back to the Admin tools, navigate to the Objects and Rules -> Business Rules section and click on Triggers.

  2. Select Add trigger

  3. Name your trigger Send Textline message

  4. Under Meet ALL of the following conditions, click Add Condition, and set the following parameters:

    • Select Comment in the first drop-down

    • Select Is in the next drop-down

    • Select Public in the final drop-down

  5. Under Meet ALL of the following conditions, click Add Condition again

    • Select Tags in the first drop-down

    • Select Contains at least one of the following in the next drop-down

    • Enter textline as the tag

  6. Under Meet ALL of the following conditions, click Add Condition again

    • Select Update via in the first drop-down

    • Select Is in the next drop-down

    • Select Web form in the final drop-down

  1. Under Actions, select Other and then Notify by -> Webhook. A second dropdown will appear and you will select Send text message (or whatever name you gave the webhook created above).

  2. The target’s JSON body should look like the following:

{ "access_token": "YOUR_ACCESS_TOKEN",
"phone_number": "{{ticket.requester.phone}}",
"comment": {"body": "{{ticket.latest_public_comment}}"},
"zendesk_ticket_id": "{{ticket.id}}",
"group_uuid": "YOUR_DEPARTMENT_UUID",
"integrations": {"zendesk": {"trigger": false}},
"creator": "{{current_user.email}}"
}

To find your access token, click here. To find the department UUID, go to your department settings, click view on your department, and then copy the string after https://application.textline.com/department/ in your browser's URL bar.

  1. Click Save in Zendesk

  2. Head to Textline and your organization's Integration settings.

  3. Enable the Integration Option for When messages are added to a Zendesk ticket, add them as a public comment, not a private note.

  4. Click Save in Textline.

Voila! You can now send text messages from within Zendesk Support's comment box.

Access Token

To find the access token to use in the JSON Body above, head to your Textline account, click on Tools and Integrations, and then Developer API. You will find the access token within the API Credentials section:

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