FireText

Description

Add SMS Notifications to your Zendesk with FireText's SMS API.

Contact your customers in real time and allow them to review their tickets on the go. It's convenient and a great way to show how efficient you really are!

In fact, it's really easy - let us show you how you can impress your customers with instant support updates. You'll need a FireText Online SMS account to get started.

How to install

1. Login to Zendesk & create a new URL target

   1. Once logged in, click on the cog in the lower left, navigate to Extensions
   2. Select the Targets tab >> click add target
   3. Choose URL Target (see Screenshot 1)

2. Add the following parameters:

   1. Title: FireText SMS Target
   2. URL: https://www.firetext.co.uk/api/sendsms? with the following parameters: username=YOURFIRETEXTUSERNAME password=YOURFIRETEXTPASSWORD from=FireText to={{ticket.requester.phone}} e.g. https://www.firetext.co.uk/api/sendsms?username=[email protected]&password=d3m0& from=FireText&to={{ticket.requester.phone}}
   3. Method: POST
   4. Attribute Name: message
   5. Basic Authentication: Not required

   (see Screenshot 2)

3. Select Create Target & click Submit

Enable SMS notifications:

Ok, now we just need to tell Zendesk when to send SMS notifications - this can be done with Triggers.

1. Select your Trigger for your SMS notification

   • Select Manage >> Triggers & Mail Notifications
   • Choose the Trigger to add SMS - click edit

2. Add the FireText SMS Target to your Trigger

   • Scroll down to Perform These Actions,
   • Click Add action (little green plus symbol)
   • Enter the following parameters:
     • Select Action: Notify Target >> FireText SMS
     • Message: Enter your message:
       e.g. Ticket ({{ticket.id}} - {{ticket.title}}) has been updated.
       Please visit: {{ticket.url}} The FireText Team

3. Select Create Target & click Submit

   TIP: You'll need to add a mobile phone number to the profile of your registered customers.