Three recipes for Zendesk. Each names its trigger and the BlueBot step, lists the fields to map and says how to test it with your own number before anyone else gets a text.
How Zendesk connects
Zapier: BlueBot’s Zapier app has a Send Text action and instant triggers for incoming texts and every change of state.
API: Your own code calls BlueBot’s REST API and listens to its signed webhooks.
Text customers when their ticket is solved
Part
What it is
Trigger
When a ticket’s status changes to Solved in Zendesk
Start a Zap with Zendesk’s trigger for an updated ticket.
Add a Filter by Zapier step for tickets that are Solved and whose requester has a phone number.
Add BlueBot’s Send Text action and map the requester’s phone to To.
Map the fields
BlueBot field
Map it to
To
The person’s mobile number from Zendesk. US numbers can leave off the +1.
Text
Hi {{first_name}}, we’ve solved ticket #{{ticket_id}}: {{subject}}. If anything’s still wrong, just reply here.
{{first_name}} in the text
Zendesk’s first name field.
{{ticket_id}} in the text
Zendesk’s ticket id field.
{{subject}} in the text
Zendesk’s subject field.
Metadata
source set to zendesk, and record_id set to the record’s id, so the status and reply webhooks for this text can find the record again.
Service
Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.
Test it
Put your own number in To and press Test step. A text arrives on your phone from your own number, and Zapier shows the message BlueBot returned with state: "queued". Then map Zendesk’s field back into To and turn the Zap on.
Start a Zap with Zendesk’s trigger for a new ticket.
Add a Filter by Zapier step for priority Urgent.
Add BlueBot’s Send Text action with your own number in To and the subject in Text.
Map the fields
BlueBot field
Map it to
To
The person’s mobile number from Zendesk. US numbers can leave off the +1.
Text
Urgent ticket #{{ticket_id}} from {{requester_name}}: {{subject}}
{{ticket_id}} in the text
Zendesk’s ticket id field.
{{requester_name}} in the text
Zendesk’s requester name field.
{{subject}} in the text
Zendesk’s subject field.
Metadata
source set to zendesk, and record_id set to the record’s id, so the status and reply webhooks for this text can find the record again.
Service
Auto, the default: iMessage when the person uses it, otherwise SMS through your iPhone.
Test it
Put your own number in To and press Test step. A text arrives on your phone from your own number, and Zapier shows the message BlueBot returned with state: "queued". Then map Zendesk’s field back into To and turn the Zap on.
Put text replies on the ticket
Part
What it is
Trigger
A text comes in (BlueBot’s message.received webhook)
Action
A webhook for message.received starts it, and Zendesk takes the text
Send the solved text from your code with the ticket ID in metadata.
When message.received comes in, find the last text you sent that number with GET /v1/messages and read the ticket ID from its metadata.
Add the reply to that ticket as a comment through Zendesk’s API.
Map the fields
From BlueBot
Into Zendesk
data.from
The phone number to find the person by in Zendesk. It’s in E.164 (+15555550123); search by the last 10 digits if Zendesk stores numbers another way.
data.text
The words, for a note, a row or a message. Null when the person sent only a picture.
data.received_at
When it came in, in UTC.
data.files
Pictures and voice memos. Each url works for an hour, so copy a file you want to keep.
data.chat_id
Set when the text came in a group chat; null for a one-to-one text.
Test it
Run bluebot listen --forward-to http://localhost:3000/webhooks, then text your BlueBot number from another phone. The CLI forwards the event to your handler, signed. BlueBot copies texts from people you’ve texted through it, unless you set Which chats to copy to Everything.
Before you turn it on
Text only people who asked to hear from you. Anyone who replies STOP goes on your stop list, and BlueBot cancels texts to them. Stop words
A text that can’t go yet waits with a hold rather than failing: quiet hours, your Mac away, a daily limit. Holds
Zendesk with BlueBot on the integrations page says what else the two do together.