Sending SMS from Zendesk
Zendesk provides a feature which allows you to send text messages to a designated mobile phone number when certain actions occur e.g. you receive a new ticket, (Zendesk call these “triggers”). In this article we’ll show you how to integrate Zendesk with Clockwork so you can use this SMS feature.
We’re not just talking about getting notified by SMS when you receive new tickets, you can configure a wide range of events to trigger the SMS. Maybe changes in ticket status or when a ticket is assigned to you. Pretty handy if you run a small company and can’t be sat in front of a screen on a permanent basis.
I’ll run through a basic set up here, but if you need any assistance just give us a call.
I’ll assume you have a Zendesk account, if you haven’t already you’ll also need a Clockwork SMS API account.
Zendesk SMS Setup
First you need to setup the target in Zendesk:
Under the ‘SETTINGS’ menu item select ‘Extensions’.
Click the tab ‘Targets’ and then ‘add target’.
You’ll be given a load of options, you want the one titled ‘URL Target’.
You now have a set of options that looks like this:
Title: We called ours “clockworksms” but feel free to call it what you want.
Url: We’ll come back to this in a second.
Method: select ‘GET’
Attribute Name: type the word ‘Content’ into this box.
Url: The Url field is where the most important info goes including:
- your API Key for Clockwork, and
- the mobile phone number where the notifications will be sent to
You need to copy and paste the following line of code, but replace some parts with your security information. Don’t worry you don’t need to be techy, just read through the code and replace:
Replace these words only, nothing before or after them, don’t replace any ‘=’ or ‘&’, literally just those words above.
Here’s the code:
Once you have put this code in the Url field you should be able to select ‘Test target’ and you’ll receive a test SMS.
Save the settings before you click away from this page.
Now you’ll need to set some triggers i.e. events that will give rise to an SMS being triggered. You’ll find them in Zendesk in the main menu under ‘MANAGE’, then ‘Triggers’ and ‘mail notifications’.
I set up a trigger to notify me when we receive a new ticket. To make the information more useful I’ve included the requesters name and the subject field in the SMS.
Here’s a screen shot of my trigger configuration, and the resulting SMS.
And that’s it, I accept the URL mechanism isn’t the most user-friendly for non techies but it’s flexible and, as I said above, if you need any help then give us a call.