Appending SMS to Zendesk tickets

babelforce allows you to append SMS to a ticket whenever you send out an SMS to an enduser via the babelConnect app.

To achieve this, you need to follow these steps:

The part on Zendesk side:

1. Download the newest app version from Zendesk market place
2. Then go to Apps > Support apps and click on "change settings":
   
3. Tick the box "show send chat message button"

The part on babelforce side:

1. Go to "Automations > Apps (Integrations)" and add the zendesk_v2 integration if you don't have it set up yet.
2. To create a new ticket instead of appending SMS to an existing ticket, you need to add the following automation: 
   
   1. The upper part: 
      
   2. The trigger should look like this: 
      
      
   3. The bottom part should look like this: 
      
3. To push this new ticket to agents, you need to add the following automation: 
   
   
   • for ticket id, please enter this placeholder: {integration.zendesk_v2.ticket.id}
4. To update existing tickets, click on "Add" and add  new automation with the action "Update ticket"
5. The automation should look like this:
   1. The upper part:
      
      
      
   2. Use the same Trigger that you used to create tickets, but make sure to invert it!
   3. The bottom part:
      1. Ticket ID: {zendesk.ticket.id}
      2. Comment: {sms.text}
         

The SMS will now be appended to your ticket.