Burst SMS Zendesk Integration - How it Works : Burst SMS

Burst SMS Zendesk Integration - How it Works Print

Modified on: Wed, 21 Jul, 2021 at 1:22 PM

PLEASE NOTE: Due to recent changes at Zendesk, this integration is no longer supported.

Inbound Ticket Creation

1. Customer sends a SMS to your Burst SMS virtual mobile number and a new ticket is created in Zendesk:

2. Confirmation SMS sent to user when new ticket is created:

3. Zendesk ticket updated by agent and returned as SMS:

4. SMS reply by customer to update Zendesk ticket:

5. Customer sends an SMS reply after ticket has been marked as solved in Zendesk:

6. SMS sent to customer when new Zendesk ticket is created:

Zendesk ticket creation by agent

1. Agent creates a new Zendesk ticket for a customer:

2. SMS reply by customer to Zendesk ticket:

3. Agent updates Zendesk ticket:

4. Customer sends a sms reply after ticket has been marked as solved in Zendesk and new Zendesk ticket is created:

5. SMS sent to customer when new Zendesk ticket is created:

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