Zendesk triggers

In order to send Textline messages using the Zendesk UI, you'll need to add and update some triggers within Zendesk. The changes we'll make will enable any Zendesk 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 Zendesk to send an email and a text, we'll prevent tickets with the textline tag from sending an email.

  1. Navigate to the Zendesk Triggers admin by clicking into Settings (Gear icon), then Triggers (under Business Rules in the side menu)
  2. Select the Notify requester of received request trigger
  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 tagScreen_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. From your Settings menu (Gear icon), 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 Zendesk Triggers section 
  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}}"

}

14. Click Save

15. When you're set with these steps, contact us here at Textline customer support by texting (415) 849-4349 or emailing support@textline.com - someone from our team will complete the setup on our end.   

 

 

Read about full Zendesk integration here.