Use text messaging as a support channel in any country
Telerivet is an instant text messaging platform for organizations anywhere in the world.
Telerivet makes it easy to seamlessly integrate text messaging with your Zendesk Support account. Your end-users can send support requests via SMS to a local phone number, which will appear as tickets in your Zendesk Support account. When your Zendesk Support agents reply, the replies will be sent as SMS messages from the same phone number.
Unlike other text messaging integrations, Telerivet is not limited to particular countries. Telerivet supports multiple options for sending and receiving SMS:
Android Phone: You can connect any Android phone to Telerivet, allowing you to use a local phone number in your country to receive SMS messages and send replies. When the Android phone receives an SMS message, the Telerivet Gateway app will forward the message to Telerivet's servers and then to your Zendesk account. When a Zendesk Support agent replies, the Telerivet Gateway app will send the message from your Android phone. Learn more
Virtual Numbers: Telerivet can connect to any SMS gateway API that provides virtual numbers, including international providers such as Twilio. You can connect your own account from a third-party provider to get the best SMS rates. (Virtual numbers are only available in certain countries.) Learn more
SMS Shortcodes: If you get an SMS shortcode from a mobile network, Telerivet can integrate directly with the mobile networks, so that incoming messages are forwarded to your Zendesk Support account, and your Zendesk Support agents can send replies from your shortcode. Learn more
In addition to SMS, Telerivet also supports sending and receiving multimedia messages (MMS), as well as WhatsApp messages.
Telerivet also provides a full-featured web application that lets you manage your organization's SMS messaging from your browser. From the Telerivet web dashboard, you can manage contacts, send broadcasts, and create automated messaging services, including polls, subscriptions, and auto-replies. Learn more
To get started, sign up for a free Telerivet account at https://telerivet.com/register.
Register a Telerivet account at https://telerivet.com/register.
On the Routes page in your Telerivet account, configure a route that can send and receive text messages. The route could be an Android phone with the Telerivet Gateway app, a virtual number provided by a third-party SMS gateway API such as Twilio, or an SMS shortcode. (If you need Telerivet to integrate with a particular SMS gateway API that doesn't appear on the Routes page, email firstname.lastname@example.org.)
Install this app in your Zendesk account.
On the Admin tab in Zendesk Support, click Channel Integrations in the sidebar (under Channels), then click Telerivet Channel, then click Accounts > Add Account.
Log in to your Telerivet account and select the Telerivet project to link to your Zendesk Support account. If you want all incoming messages in your Telerivet account to show up in Zendesk support, check "Create service to push all incoming messages to Zendesk". Click "Save changes".
If you want to forward only certain incoming messages to Zendesk, go to the Services page in your Telerivet account and click Custom Actions > When a new message is received. Then create a condition that matches certain messages, and add a "Push to Zendesk" action under that condition.
Finally, test receiving an incoming text message and verify that it appears in your Zendesk Support account. Reply to the message from Zendesk, and verify that the reply is sent as a text message.