Zendesk Support: Send Text Trigger

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

Set-up

First, since we don't want messages sent via Support to send an email and a text, we'll prevent tickets with the textline tag from sending an email.

  1. Navigate to Triggers admin by clicking into Admin (Gear icon), 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. Screen_Shot_2018-01-12_at_3_48_41_PM.png
  4. Click Save
  5. Repeat steps 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 text trigger already setup, you can skip to step 6) From your Admin menu (Gear icon), scroll down to the Settings section and click into the Extensions section 
  2. Click Add target 
  3. Select HTTP Target
  4. Create your new target using the following:
  5. Click SubmitScreen_Shot_2018-01-12_at_4_16_08_PM.png
  6. Navigate back to the Admin tools, navigate to the Business Rules section and click on Triggers. 
  7. Select Add trigger
  8. Name your trigger Send Textline message
  9. 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
  10. 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
  11. 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-downScreen_Shot_2018-01-12_at_5_04_04_PM.png
  12. Under Actions, select Notify Target, and Send text message
  13. 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 browsers URL bar.

14. Click Save

15. If you would like your Textline messages to show up in Zendesk as a "Public Reply", please message into support@textline.com or (415) 849-4349 so that we can configure this for your integration. 

Read about full Zendesk integration here. 

 

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: