Allow consumers to open support tickets via texting a trigger keyword to your Voyage send phone number. Use the Zendesk dashboard to communicate with consumers back and forth via SMS.

Benefits of integrating with Zendesk

A challenge with customer support these days is it has become more robotic. Finding how to contact a brand can be often difficult for customers. Then the back and forth can get lost in a swamped inbox. Now with Zendesk x Voyage, you can communicate consumers where they pay attention (SMS), reducing friction and increasing brand loyalty. You can leverage the Zendesk / Voyage integration in the following ways:

  • Make a top impression with your consumers directly through text message conversations
  • Allow consumers to text a keyword such as "ASSIST103" to open a support ticket in Zendesk
  • Reply to these support tickets directly in Zendesk which sends an SMS to the consumer on the same phone number they receive marketing messages

Setting up the Zendesk integration

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1) You'll need to create an API token in zendesk

2) In the extensions section of settings you'll need the integration URL:

Note: Please use the Client ID found on the Setup Integration page and on the Settings page, you'll need to sub it into this URL: https://integrations.voyagetext.com/api/zendesk/[Client_ID]

2) Setup triggers in zendesk:

See time stamp 3:30 in the video for the settings

You'll need this JSON body:

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After completing integration steps, wait 10 minutes to test integration flow