Infobip SMS app for Zendesk

User Guide

Info:

This document will guide you through the installation process and demonstrate

how to use Infobip SMS app for Zendesk.

Contents

Introduction .................................................................................................................... 3

Infobip........................................................................................................................ 3

Infobip SMS app for Zendesk .................................................................................... 3

Infobip SMS app for Zendesk user guide ...................................................................... 4

Install the app ............................................................................................................ 4

Login ......................................................................................................................... 4

Infobip SMS app authorization .................................................................................. 5

Preview tab ................................................................................................................ 6

Buy number tab ......................................................................................................... 8

Create action tab ....................................................................................................... 9

Create ticket ......................................................................................................... 10

Update ticket ........................................................................................................ 10

Create or update ticket......................................................................................... 10

Check status ........................................................................................................ 11

SMS notifications tab ............................................................................................... 11

Enable Infobip SMS targets ................................................................................. 11

How to reply to customers via SMS ......................................................................... 12

Set up SMS triggers ............................................................................................. 12

Bulk SMS tab ........................................................................................................... 14

Help ......................................................................................................................... 15

Top up your credit ................................................................................................ 15

Introduction

Infobip

Infobip's global mobile services cloud is bridging the gap between mobile

operators and enterprise clients and changing the way people and businesses

interact over mobile.

We provide solutions and services to both enterprise customers and mobile

operators, creating a mobile ecosystem where everyone prospers, all the way up

to the everyday mobile user.

Any client profile can connect to our mobile services cloud to reach, engage and

monetize customers and subscribers worldwide, using our unique mix of SMS,

USSD, push notifications and carrier billing technologies.

With 29 offices worldwide, 300+ direct connections and in-house built

infrastructure, we serve the most demanding industries across the globe.

At any point, you can reach Infobip directly for any help. Contact our team at

zendesk@infobip.com.

Infobip SMS app for Zendesk

A global 2-way SMS communication tool.

The Infobip SMS application allows you to instantly receive and send SMS

messages to agents and customers worldwide.

Directly from the app, a Zendesk user can choose a preferred phone number and set

specific actions to occur when someone sends a message to it. The user can easily

enhance support communications with their customers with very little effort using

SMS within the Zendesk platform.

We invite you to try for yourself the best international SMS solution in the world,

giving you reliable global coverage in a simplified interface without needing to

leave the Zendesk platform.

Infobip SMS app for Zendesk user guide

Install the app

You can find the Infobip SMS app in the Zendesk marketplace under the

Telephony & SMS category. After installing, the app icon will be available on the

left side bar.

Login

In order to enter the Infobip SMS app, first you have to provide a correct username

and password for the Infobip platform. If you do not have your account yet, you

can easily create a new one at https://accounts.infobip.com or contact us at

zendesk@infobip.com.

Infobip SMS app authorization

After logging in, you have to authorize the app to perform read and write actions

on your Zendesk instance. This step is necessary in order to experience 2-way

SMS communication- to receive and send SMS messages to agents and

customers worldwide.

Follow the link for the authorization from the app, or go to:

http://www.infobip.com/zendesk/. Here you enter your Zendesk subdomain.

Preview tab

Preview is the first tab in the app. Here you will find the list of actions and keywords

created for the phone numbers that you possess. You can easily update or delete

these actions.

Information available on this tab are:

- Phone number: The number to which users can send an SMS in order to

perform a defined action on the Zendesk platform.

- Country: The country of the phone number.

- Action: The action that will be performed when the SMS is received.

Available actions:

o Create ticket

o Update ticket

o Create or update ticket

o Check status

- Keyword: The user-defined keyword that uniquely identifies a specific

action.

- Edit button: Lets you edit a selected action.

- Delete button: Lets you delete a selected action.

By clicking edit button, information about the selected action will be shown. Here you

can change keyword and action type for firstly chosen phone number.

There is also a functionality to update only tickets which were created by Infobip

SMS. You can specify it when you are creating an action, which will be described

later, or when you are editing an action it in this form. If you want to do so, check

"Update only tickets created by Infobip SMS." checkbox, which will become visible

only if “Update ticket” or “Create or update ticket” action is selected.

Buy number tab

On this tab you can buy any number that is available on the Infobip platform. By

purchasing a number, you are enabling your users to communicate with you over

SMS – the most efficient communication channel.

You can filter numbers by country and, for US numbers, by US area codes. In the

list, you will find information about available phone numbers:

- Phone number: The number you can buy, to which users can send an SMS

in order to perform a defined action on the Zendesk platform.

- Country: The country of the phone number.

- Mobile network: The mobile network of the phone number.

- Setup fee: One-time setup fee for a specific number.

- Monthly fee: Monthly fee for a specific number.

- Type: Type of the specific number, i.e. virtual long number.

- Buy button: Lets you buy a selected number.

By clicking Buy number, detailed information will be listed about the selected

number. Once again you will have to confirm that you want to buy that number.

Create action tab

Use this tab to create actions that will be performed when the user sends an SMS

to a specific phone number. Available actions:

• Create ticket

• Update ticket

• Create or update ticket

• Check status

Note: You can create several different actions on one phone number. Also, one

phone number can have more of the same actions that can be activated by

different keywords.

IMPORTANT NOTE: If you do not specify a keyword for a specific action, then this

action is going to be default for that number. For example, if you choose a number

and specify a Create ticket action without a keyword, when a user sends an SMS

to that number without any keyword or a wrong keyword, this default action (Create

ticket) will be performed. There can be only one default action (without a keyword)

on each phone number you buy.

Create ticket

This action allows a requester to create a ticket by sending an SMS message with

a specified keyword to your phone number. Create ticket action setup:

1. Choose your previously bought phone number

2. Enter the keyword that that will identify the action (i.e. CREATE, NEW, etc.)

3. Choose the Create ticket action

4. Click on the Create action button

Note: For one phone number you can create several different actions. Also, one

phone number can have more of the same actions that can be activated by

different keywords.

Update ticket

This action allows a requester to update a ticket by sending an SMS message with

a specified keyword to your phone number. Update ticket action setup:

1. Choose your previously bought phone number

2. Enter the keyword that that will identify the action (i.e. UPDATE, ADD, etc.)

3. Choose the Update ticket action

4. Check "Update only tickets created by Infobip SMS." if you want to update

only tickets with Infobip and SMS tag.

5. Click on the Create action button

Note: For one phone number you can create several different actions. Also, one

phone number can have more of the same actions that can be activated by

different keywords.

Create or update ticket

This action allows the requester to create a new ticket or update an existing one

by sending an SMS message with a specified keyword to your phone number. If

the requester doesn’t have any open tickets, this action will create one. However,

if requester already has an open ticket, it will be updated. Create or update ticket

action setup:

1. Choose your previously bought phone number

2. Enter the keyword that that will identify the action (i.e. UPDATE, ADD, etc.)

3. Choose the Create or update ticket action

4. Check "Update only tickets created by Infobip SMS." if you want to update

only tickets with Infobip and SMS tag.

5. Click on the Create action button

Note: For one phone number you can create several different actions. Also, one

phone number can have more of the same actions that can be activated by

different keywords.

Check status

This action allows a requester to check a ticket status by sending an SMS

message with a specified keyword to your phone number. Check status action

setup:

1. Choose your previously bought phone number

2. Enter the keyword that that will identify the action (i.e. STATUS, etc.)

3. Choose the Check status action

4. Click on the Create action button

Note: For one phone number you can create several different actions. Also, one

phone number can have more of the same actions that can be activated by

different keywords.

Finally, on the Create action tab you can preview and cancel all your numbers.

SMS notifications tab

Enable Infobip SMS targets

Infobip SMS notification service for Zendesk allows you to instantly notify your

agents and customers over SMS.

Connect to Infobip’s mobile services cloud over the URL targets that are already

available on Zendesk.

First, you have to Enable Infobip SMS target:

• Click the Enable target checkbox.

• Optionally, you can enter a sender (some destinations don’t allow all

sender types). If you wish to enable proper 2-way SMS capability in any

country please ensure to input your bought number as sender. If an

alpha sender is used then some messages might fail.

• Click the Save button and your target status will be changed in Targets

enabled (enabled or disabled).

How to reply to customers via SMS

Infobip SMS app for Zendesk provides a feature to reply to customers via SMS. To be

able to do this, you have to set up SMS triggers.

Set up SMS triggers

After enabling the Infobip SMS Target, in Zendesk navigate to: Admin ->

Business rules -> Triggers -> Add Trigger Add Trigger instructions:

• Define conditions for when your message is going to be sent.

• In the Perform these actions section, from the first dropdown list

select Notifications: Notify target.

• In the Perform these actions from the second dropdown list select

Infobip SMS for ticket requester or Infobip SMS for ticket

assignee.

• In the Message text field enter the text of your message. You can also

use available placeholders from Zendesk.

Note: You can send SMS notifications to the ticket requester or to the current user

logged in to your Zendesk.

Use cases:

You can easily edit or clone predefined triggers and enhance them with SMS

notifications.

1. Notify requester of received request

Edit or clone the Notify requester of received request trigger. In Perform these

actions section, from the first dropdown list, choose Notifications: Notify target and

from the second list, select Infobip SMS for Ticket requester.

Message text example:

Ticket (# {{ticket.id}} - {{ticket.title}}) has been created.

Current status is {{ticket.status}}.

2. Notify requester of solved request

Edit or clone the Notify requester of solved request trigger. In Perform these

actions section, from the first dropdown list, choose Notifications: Notify target and

from the second list, select Infobip SMS for Ticket requester.

Message text example:

Ticket (# {{ticket.id}} - {{ticket.title}}) has been solved.

Thank you for choosing {{current_user.organization.name}}. Please send us your

feedback and rate our service.

3. Notify assignee of assignment

Edit or clone the Notify requester of solved request trigger. In Perform these

actions section, from the first dropdown list, choose Notifications: Notify target and

from the second list, select Infobip SMS for Ticket assignee.

Message text example:

You have been assigned to this ticket: (# {{ticket.id}} - {{ticket.title}}).

{{ticket.comments_formatted}}

Bulk SMS tab

You can easily send important information or promotional messages to all your

users, admins or agents over the Infobip SMS application.

In just 3 steps, let users receive your message on-the-go:

1. Choose your sender name - the name (i.e. YourCompany) that will appear

on the user's mobile phone as message sender. Note that not all

destinations allow random sender names. If you wish to enable proper 2way

SMS capability in any country please ensure to input your bought number

as your sender name. If an alpha sender is used then some messages

might fail.

2. Choose the message recipients - you can choose who will receive your

message: users, admins or agents.

3. Enter text message - Maximum length of one message is 160 characters.

If you send text longer than 160 characters, the message will be segmented

(split into multiple messages) and charged accordingly.

For more detailed SMS options, try out Infobip’s portal, powerful and user-friendly

web SMS solution: http://portal.infobip.com. Here you can easily manage your

account, view SMS analytics, coverage list, and test other SMS tools.

Help

Get help with the Infobip SMS app, numbers, actions and triggers. Reach our team

at zendesk@infobip.com; they will help you power your business.

Top up your credit

You can find information about your credit balance at any time from the top right

corner of the Infobip SMS app. This is your actual credit balance and you can

topup it by clicking on the amount, or if you go directly to:

https://topup.infobip.com/payments.