Enterprise

Zendesk - Adding a cloud-based SMS app

01 Challenge

Building the Zendesk SMS app

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02 Solution

Integration with Infobip

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03 Result

Global reach, consumer feedback

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Client profile

Zendesk provides customer service software in the cloud - over 45 000 companies are using Zendesk to set up and run their ticketing systems, integrated live chat, phone support and analytics in a simple and cost-effective way. With Zendesk, building a customer support system becomes a matter of choosing what you need from hundreds of software options available through their marketplace that constantly showcases new items. All the components are based in the cloud, easy to integrate and start using.

Challenge

Building the Zendesk SMS app

Zendesk provides customer service software in the cloud - over 45 000 companies are using Zendesk to set up and run their ticketing systems, integrated live chat, phone support and analytics in a simple and cost-effective way. Delivering an SMS app which empowers businesses using the Zendesk marketplace with direct notifications and consumer feedback options over the platform adds an additional communications channel available over the cloud.

Solution

Integration with Infobip

With its proprietary messaging platform directly conencted to over 300 telecom operators all over the world, Infobip was perfectly placed to add highest quality SMS messaging capability to Zendesk.

We created a web app within the Zendesk platform, which enabled companies to choose and buy virtual phone numbers, and define actions they want to occur when these numbers are texted. It allowed them to trigger ticket creation by incoming SMS messages, receive queries or support requests from their customers, and have the entire communication linked into the ticketing sytem for further, advanced handling.

The integration enabled SMS notifications to be created by any of Zendesk triggers; it became possible to check ticket status or give feedback by texting given numbers, update tickets at any time via text message, as well as to generate automatic SMS alerts when tickets are created and updated.

Result

Global reach, consumer feedback

As a result of integration with Infobip, Zendesk has opened a powerful SMS channel for companies to deliver their critical customer communications over mobile phones.

The functionality the new Infobip 2-Way SMS app brings to Zendesk is something that our users have consistently asked for and opens up a new communication channel on the Zendesk platform with coverage we’ve not had before. Having excellent technologies for global delivery easily available from the cloud is a worthy addition to Zendesk.

Eric SHEN, Partnerships and Integrations Manager, Zendesk