Help desks

Freshdesk

Text customers when a Freshdesk ticket changes, and text yourself the urgent ones.

What you can do

Zapier
BlueBot’s Zapier app has a Send Text action and instant triggers for incoming texts and every change of state.
Zapier in the docs

Recipes

Set one up as written, or change it to fit how you work. The docs have the same recipes step by step.

01With Zapier

Starts when

When a ticket is updated in Freshdesk

Start a Zap with Freshdesk’s trigger for an updated ticket.
Add a Filter by Zapier step for tickets that are Resolved and have a phone number.
Add BlueBot’s Send Text action and map the requester’s phone to To.

The text it sends

Hi {{first_name}}, ticket #{{ticket_id}} is resolved. Reply here if anything still isn’t right.

From your own number

02With Zapier

Starts when

When a new ticket comes in to Freshdesk

Start a Zap with Freshdesk’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.

The text it sends

Urgent ticket from {{requester_name}}: {{subject}}

From your own number

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