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SEND SMS FROM USEDESK

Alexandra Shiryaeva
Head of Customer Comfort at UseDesk
I'm not kidding. The list of UseDesk "can do's" never ends, therefore, we keep writing the articles under motto of "Look, we know how".

First, we wanted to share the ideas on how to send notifications to Telegram but the service is blocked now. However, the mobile services providers will never go out of fashion and whitelists.
What is needed to send SMS from UseDesk:
An active account with any bulk SMS service provider that uses open API and supports sending messages using GET request (for example, sms.ru).

A rule or template configured to send the request to an outside. For example:
The main thing in the template above is the GET request. Do not be afraid of its length, here's how it works: into GET-request field, insert a line: https://sms.ru/sms/send?api_id=6293D7B0-9B1B-89BE-0F4E-2AD4D9&to={{client_phone}}&msg={{ticket_message_last}}&json=1

Everything that goes after id is your unique provider key - you can get it in the personal profile of the service that you use. Do not forget to change the service address to your actual service address.

{{client_phone}} — a variable that auto-fills UseDesk's client phone number.
{{ticket_message_last}} — a variable that adds the last message from the ticket.

By the way, you can change the variables. For example, replace {{client_phone}} with {{user_phone}}, and this will pull up the agent number. All variables can be viewed in a text editor in UseDesk:
Important: to practice, it is better to start with sending the templates manually, thus, you can ensure that everything is in the right format and quantity and avoid mistakes. Both the rule and the template should contain a text that is added as the last comment to the ticket and this is how it is sent to the recipient.

Action on sending GET request should be taken only after a comment has been added.

Below are some use cases and examples, when it can be helpful.
For Agent
Ticket Reminder

Have you noticed that an agent keeps forgetting about pending requests that have been waiting in line for a long time? Chase him not only via email but send the reminders via cell phone also. There are no boundaries now.

Example of the rule settings:
An agent is away from PC or does not check UseDesk every other minute? Send him a text message when there is a ticket for him.

Example of the rule settings:
UseDesk notifications of a special event

There are tickets that can not be missed. If you use the system of priorities (and we hope you do), then it is easy to notify the agent that an important request has been received (extreme priority, VIP-customer) via SMS. Just like a final shoot.

If you do not use the rules of request auto-assignment, you can enable that rule for SMS when sending SMS, otherwise, there is no one to notify.

Example of the rule settings:
For Customer
Meeting Reminder

You have scheduled a meeting with a customer, and you want to make sure he does not forget about it (or get lost). Once you have agreed on the meeting, add a rule to internal notes that will send SMS reminder. Now, you are more confident that the customer is likely to be at the right place on time.

Example of the rule settings:
Updates on ticket's status

A customer awaits a follow-up from you, and he is concerned about the ticket's status. It is important for him to know what you did and when. You can configure sending of additional SMS based on a template (during the time when you are writing a customer to inform that the work has been completed), or you can create a rule that will send SMS automatically once status changes.

The second part is especially relevant for the requests of a particular category: those that do not need any explanation but what is important is the mere fact of status update.

Example of the rule settings:
Sending CSAT after a phone call

If you have connected phone channel to UseDesk, after the phone conversation, you may ask a customer whether he is satisfied and how would he rate the quality of the support. Once the phone conversation ends, SMS containing the question will be automatically sent to the customer.

Depending on the service that you use to send and receive SMS, you may include the links from the settings section, or a request to describe the feelings in numbers — provided that you have the tools to process this feedback.

Example of the rule settings: