Any SMS for Zendesk Support

About

Access all the required SMS providers inside Zendesk Support using a single integration, Any SMS for Zendesk Support.

Features

Integrate multiple SMS providers with Zendesk Support
Switch between SMS providers in just a click
Send messages to Zendesk Support Customers
Reply to Zendesk Support Tickets
Receive incoming messages from contacts
Create message templates to send pre-defined messages
Access chats held with Customers within the Ticket
Send bulk messages from Zendesk Support to required contacts
Access all conversations within the inbox of the SMS provider
Receive real-time notifications for the incoming messages
Instantly send messages from Zendesk Support using desired SMS provider
As the Zendesk Support admin, manage the users who have access to the SMS provider account
Allow users to receive desktop notifications for your incoming messages
View the statistics of the usage of the SMS provider from Any SMS

Pre-requisites

Must be a user of Zendesk Support.
Must have an account with the SMS providers to be integrated.

Integration Installation

Visit the Zendesk Marketplace where you can find the extension Any SMS for Zendesk Support.
Click on 'Install'.
Select the Zendesk Support account to which the extension is to be installed.
Install Any SMS for Zendesk Support.
Click on the Ulgebra icon on the panel on the left to proceed to the extension setup.

Access the Any SMS application to setup the integration

Select the SMS provider you wish to authorize.

Select the SMS provider to be authorized

Enter the Zendesk Support domain.
Click on 'Authorize Now' to proceed to Zendesk Support authorization.

Enter the Zendesk Support domain for authorization

Click on 'Allow' to authorize Zendesk Support.

Click on 'Allow' to authorize Zendesk Support

Enter the credentials of the messaging service to be integrated.
Authorize the selected messaging service.

Authorize the selected SMS provider using the credentials of the account

Connect multiple SMS providers in Zendesk Support using Any SMS.

Applications

Reply to Tickets

Go to any Zendesk Support Ticket.
From the Apps panel access Any SMS by Ulgebra.
Click on the drop-down adjacent to SMS Provider to view all the messaging services available.

View all SMS providers to send message from the ticket

Select the SMS provider you wish to send messages from.

Select the SMS provider to send message from Zendesk Support Ticket

Select the message sender.

Select the message sender within the Ticket

Click on 'Add Recipients' in case you wish to include contact numbers.
Select the country code and enter the contact number.
Click on 'Add'.

Include additional contact numbers if required

Enter the message to be sent or insert a template.
Send the message using the SMS provider from Zendesk Support Ticket.

Send the message using Any SMS from the Zendesk Support Ticket

Contact Customers

Go to any Zendesk Support Customer.
Access Any SMS by Ulgebra under the Apps section on the right side.
Select the SMS provider to be used to send the message.
Select the message sender.

Access Any SMS within Zendesk Support Customer to send messages from the desired SMS provider

Click on 'Add Recipients'.
Enter and add additional contact numbers if required.

Add contact numbers other than the Zendesk Support Customer if required

Enter the message to be sent or insert a message template.
Send the message to the Zendesk Support Customer using the selected SMS provider.

Send messages to Zendesk Customer using Any SMS

Contact Chats

Access the chats held with the customer within the ticket.
Select 'Chat View' from the drop-down.

Access chats held with associated Customer from the Zendesk Support Ticket

Select the message sender from the 'Choose Sender' drop-down.

Select the message sender to access the chats from

Select the recipient phone field from the 'Select Recipient' drop-down.

Select the recipient phone field with which the chat was held

You can now view all the chats held with the contact.
Also, send messages from the Chat View.
You can view the details of the message beneath each message.

View the chats held with the Zendesk Customer

Bulk Message

Click on the Ulgebra icon at the panel on the left side to access the application at any moment.
Click on the drop-down adjacent to SMS Provider to view all the SMS providers.

Select the SMS provider to send the message from.

Select the SMS provider to send the bulk message from

Select the message sender to send the message from.
Click on 'Add Recipients'.
Select the country code and enter the contact number.
Click on 'Add'.
Similarly, multiple contacts can be added to send the message.

Select the message sender and add the contact number to send the bulk message to

Enter the default country code.
Select the condition for the application of the default country code.
The conditions available are as follows:

do not add country code

The default country code can be ignored using this option and can be used if all the contacts in Zendesk Support contain a country code.

add for all phone numbers

In case the contact numbers in Zendesk Support do not contain a country code, you can use this option to add the country code to all the phone numbers.

add if phone number starts with 0

In case some of saved contact numbers begin with 0, you can use this option to add the default country code to such numbers alone

add if phone number not starts with country code

Using the option the default country code would be added to contact numbers that do not contain a country code alone. In case the number contains a country code, the default country code will be ignored.

Setup a default country country code if required

Enter the message or insert a template.
Send the message to the desired contacts.

Conversations Inbox

Select 'Conversations View' from the drop-down adjacent to the name of the SMS provider.

Access the inbox of conversations using the SMS provider

You can view all the conversations held using the SMS provider within the inbox.
Select any conversation to view the history of chats.
Send messages to the selected contact.

View all the conversations held and access any conversation to view the chat history

Select any message sender to view all the conversations held using the sender.

Select a message sender to view all the conversations held using a particular tab

Search for any contact number to view a specific conversation.

Search for any contact number to view the conversation with a specific contact

Real-time Notifications

Access the latest incoming messages at the bell icon within the application.
Click on the bell icon to view the messages received.
Here you can view that the unread and read messages are differentiated for ease.

Instant Messages

Click on the Ulgebra icon at the right side of the panel on top to send messages instantly.

Access Any SMS at any moment to send messages instantly

Select the SMS provider from which the messages are to be sent.
Select the message sender.
Click on 'Add Recipients' to add the contact numbers.

Select the SMS provider, message sender and enter the contact numbers to send the instant message

Enter the message or insert a message template.
Send messages instantly using Any SMS for Zendesk Support.

Send messages instantly from the preferred SMS provider using Any SMS

Extension Settings

Select the SMS provider you wish to access the settings of.
Click on your Ulgebra profile to access the settings page.

Access the settings page of each SMS provider

User Management (For Admins)

The Zendesk Support admin can allow users to use their shared account with the SMS provider.
Select 'Manage App Users'.

The Zendesk Support admin can manage the users of the SMS provider using 'Manage App Users'

Here you can view the list of Zendesk Support users.
Click on 'Add' to enable the feature for the users.
Click on 'Remove' to disable the feature for the user.
You can also 'Add all' or 'Remove all' users.

Add the users to share the account with SMS provider and remove users to disable the feature

Within the user account, the user can view the invitation sent by the admin on the settings page.
Click on the invite to accept the invitation.

User account - View the invitation from the admin account with the user account

The user can select the admin account during the authorization of the SMS provider to use the shared account.

User account - Authorize the SMS provider using the admin account

Message Inbox

Access the inbox of conversations from the extension settings page.

Access the Inbox of conversations from the settings page

Incoming Messages

Select 'Incoming events sync'.
Here you can enable and setup incoming messages from the SMS provider.

Desktop notifications

Select 'Message Notifications' to setup desktop notifications for multiple users for your incoming messages.

Enter the email id of the user for whom the desktop notification is to be enabled.
The user must have an Ulgebra account under the entered email id.
Click on 'Add User'.