FireText

SMS for Freshdesk. Create and engage with customers and agents via SMS with FireText. Create new tickets with a simple text message and reply directly to your customer's mobile phone.

Install available only on Desktop

Published by FireText
over 2 years ago

in Agent Productivity, Video, Telephony & SMS, Workflow Automation

Help and Supportsupport@firetext.co.uk https://www.firetext.co.uk/blog/2-way-sms-with-freshdesk/

FireText

SMS for Freshdesk. Create and engage with customers and agents via SMS with FireText. Create new tickets with a simple text message and reply directly to your customer's mobile phone.

					        	Installing the FireText app to  your Freshdesk will let you add a personal touch to your support by allowing users to request support by SMS by:
- Offering customers the ability  to text in support requests
- Reply back to support tickets from your Freshdesk dashboard
					        	
							Creating new tickets via SMS

You can create new tickets within Freshdesk, straight from your FireText account. To get this setup, simply get in touch with your FireText account manager. We’ll simply turn on the ability to forward messages from your FireText number into your Freshdesk account. 

Sending ticket responses via SMS

You can configure your Freshdesk account to send messages for all sort of responses. We’re going to show you how to setup a simple SMS reply back to open tickets.

1) Click Admin. Then Observer
2) Create New Rule
3) Here we need to set some new parameters:

Rule Name: e.g. FireText Send SMS when Ticket is updated
Ticket is updated: Set this so we only perform the task when the ticket is updated.
Event Performed by Agent: Set this so we only perform the task when an agent replies.
Match (Any) Status is Open, Pending & Resolved: Here we’re making sure we only reply via SMS when the matches Open or Pending or Resolved.

Perform “Trigger Webhook”: Once the conditions above are met, we trigger a webhook to FireText.
Type: “POST”
Callback URL: https://freshdesk.firetext.co.uk/webhook.php
Encoding: “JSON”
Content: “Advanced”

Here we need the following script:

{
          "freshdesk_webhook":{
                "latest_public_comment":"{{ticket.latest_public_comment}}",
                "ticket_agent_name":"{{ticket.agent.name}}",
                "ticket_requester_mobile":"{{ticket.requester.mobile}}",
                "firetext_api":"abc123456789xyz",
                "firetext_number":"4477021000111"
          }
}

NOTE: You will need to replace the firetext_api and firetext_number parameters with the details for your account.
							

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