Heymarket

Heymarket

Business text messaging for customer support teams.

Heymarket is a text messaging platform for your customer support team. Your team gets a shared inbox and phone number for receiving and sending SMS with users. Heymarket can text enable an existing phone number, while keeping the voice service intact, or provide a new phone number with call forwarding. The Zendesk integration allows agents to read and respond to SMS from anywhere within Zendesk. Heymarket also offers the ability to engage with users by staying in touch with them through lists and campaigns. Features in this integration include:

  • Assignments - assign chats to agents
  • Auto Response - configurable, automated replies based on time, first incoming message, or specific keywords
  • Automations - trigger/action framework to auto assign chat or add user to list
  • Templates - Reuse frequently used messages that include merge tokens
  • Private notes - add internal notes about a conversation
  • Notifications - intelligent, desktop and mobile notifications with configurable do not disturb
  • Reports - usage and team performance reports, including KPIs
  • Native mobile experience -Award winning, native iOS and Android apps.
  • Administration - powerful administrative tools with granular user permissions, integrations, and custom fields

Heymarket’s Zendesk integration will automatically create and push business text messages to your Zendesk ticket queue. You will be able to view the SMS both in Zendesk and in Heymarket.

There are two type of integrations between Heymarket and Zendesk.

Heymarket Widget

The widget app allows your agents to use Heymarket within Zendesk. They can read, reply, and send new text messages from the widget. Contacts do not sync with this integration.

Follow these steps to enable the widget integration:

  1. If you don’t already have one, sign up for a Heymarket account.
  2. Go to the Heymarket listing in the Zendesk Marketplace
  3. Install the app
  4. Sign in with your Heymarket account
  5. From the Zendesk Admin Home / Apps / Manage section, you should now see Heymarket listed as an installed app. Screenshot
  6. Your agents will now see a Heymarket logo in the top right corner of Zendesk. When clicked, they can access text messages. Screenshot

Channel Integration

The Heymarket channel integration automatically creates a Zendesk ticket for all incoming text messages and lets agents respond directly from Zendesk. Contacts will also be automatically created in Zendesk for incoming text messages from your contacts in Heymarket.

  1. If you don’t already have one, sign up for a Heymarket account.
  2. Go to the Heymarket listing in the Zendesk Marketplace
  3. Go to the Zendesk Admin Home / Channels / Channel Integrations Screenshot
  4. Click on ‘Heymarket’, then on “Add Account” and log in with your Heymarket account Screenshot Screenshot
  5. From Heymarket, go to Administration / Integrations / Zendesk and map your Zendesk account with the appropriate Heymarket inbox Screenshot

App Details

  • Author: Heymarket
  • Support: Email / Website
  • Version:1.2
  • This is an app. It will install right into your Zendesk Support account.

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