Here is a short video on how to configure the automation that puts the data from an inbound SMS into a Zendesk ticket.
The video above explained how each new SMS will create a new ticket (you use the trigger Always). But maybe you want to attach all conversations from the same customer send to one ticket? babelforce offers the possibility to attach all conversations that are updated within 24 to one ticket. So if this conversation is updated at one point, it will always stay open for another 24 hours. This way we ensure you have all data in one place.
This is what you do:
You will have two triggers. The first you will use for all new incoming conversations (or conversations that have been inactive for 24 hours)
The second trigger you use to trigger an update on the existing ticket.
Next, you apply these triggers to two global events.
For each new incoming SMS with no open conversation this is the matching event:
For each incoming SMS that already has an open conversation this is how the even should (or could) look like: