Zendesk Support

Zendesk is a customer support system for tracking, prioritizing, and solving support tickets.

With this integration, we can leverage the Zendesk triggers system and Wavecell API to send SMS when an event occurs on Zendesk.

Some use cases

  • Send notification to ticket requester when the status of ticket changes
  • Alert admin when a new ticket is submitted

Product scope

  • Zendesk Support

What you’ll need

  • A Wavecell account
  • Your Zendesk Support account

Create a new Wavecell HTTP target in Zendesk

  1. From your Zendesk account, go to the Admin section
  2. Go to the Extensions section in the left menu
  3. Select Add target in the right section
  4. Select HTTP target
  5. Give a name to the target (ex: “Wavecell SMS”)
  6. In the URL section enter: https://api.wavecell.com/SMS/v1/{subaccountid}/single
  7. In the basic authentication section, enable the checkbox and enter the credentials provided. These are all available on Wavecell’s Customer Portal
  8. Click on submit and make sure that Test target is selected
  9. Try sending a message to a phone number you own by using the following JSON object and replacing the values for your use:
{
"source": "Zendesk", 
"destination": "+12345678", 
"text": "Hello world!"
}
  1. If the target works as expected, you should get a code HTTP/1.1 200 OK as a response from Wavecell API, telling you that the request was correctly formatted, authenticated and the SMS is accepted and queued for processing.

Add a Zendesk trigger leveraging the newly created Wavecell target

  1. From Zendesk account, go to the Admin section
  2. Go into the Triggers section in the left menu
  3. Select Add trigger in the right section
  4. Give a name and description to the trigger (ex: “Solved ticket status update”)
  5. Add a new condition: Ticket: status Is New
  6. Add a new action: Notification: Notify target and then select the target created during the last section of the tutorial.
  7. Add JSON body based on Wavecell API documentation:
{
"source": "Your company", 
"destination": "+12345678", 
"text": "Hello world!"
}
  1. Replace JSON fixed parameters using Zendesk available placeholders like so:
{
"source": "YourCompany",
"destination": "{{ticket.requester.phone}}",
"text": "Dear {{ticket.requester.name}}, your YourCompany
}

ticket about {{ticket.title}} has been solved. See details at {{ticket.link}}. Best regards. YourCompany support team."