Inbound Ticket Creation


1. Customer sends a SMS to your Burst SMS virtual mobile number and a new ticket is created in Zendesk:



2. Confirmation SMS sent to user when new ticket is created:



Update Zendesk ticket


4. Zendesk ticket updated by agent and returned as SMS:



5. SMS reply by customer to update Zendesk ticket:



6. Customer sends an SMS reply after ticket has been marked as solved in Zendesk:



7. SMS sent to customer when new Zendesk ticket is created:



Zendesk ticket creation by agent


1. Agent creates a new Zendesk ticket for a customer:



2. SMS reply by customer to Zendesk ticket:



3. Agent updates Zendesk ticket:



4. Customer sends a sms reply after ticket has been marked as solved in Zendesk and new Zendesk ticket is created:



5. SMS sent to customer when new Zendesk ticket is created: