The Twilio extension for Zoho Desk allows businesses to send SMS messages from your Zoho Desk tickets to the client's mobile number, directly driving customer acquisition and retention with a new communication channel. This extension allows SMS replies received from customers to be stored with their records in your Zoho Desk tickets for easy tracking and communication
Key Features:
Send and receive SMS messages from Zoho Desk tickets to client mobile numbers directly.
Personalize your SMS messages with field merging options in your SMS messages and templates
Send your SMS messages with your own custom Templates
View the customer's complete SMS history in Zoho Desk tickets
Sending and receiving but they append the full ticket url id to the sms. So when the customer receives a SMS It'll say something like 'hello, here is the information you require ref#200000000000000000' Appending the ticket number url to the body really doesnt work for us. Sorry
The authors of this extension are not very clear about what it will do versus what it will not do.
When installed, the extension will NOT:
* Let your customers initiate a ticket via SMS or MMS * Let your customers send you an image via MMS
The only way you can use SMS with this plugin is if you 1) initiate the ticket and 2) send the customer the first text message. After that, you can converse back and forth via SMS (just no sending of attachments via MMS).
This seems extremely limited and doesn't make a whole lot of sense to me. I'm not sure what use cases this would fulfill, but the limitations make it essentially useless for us.
Their support says they can do these things with custom coding, so maybe they'll improve the plugin over time. What I'm writing here is the case as of Sept 2022.
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Hello,
I would recommend you to try Twilio Extension for Zoho Desk. It would add a lot more value to your Desk account.
You can install the app in just two easy steps. Click on 'Install now' button.
Sincerely, null
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