Zoho Support enables you to notify your customers and agents via Text Messages(SMS). Say, when a ticket is raised by your customer or a new task has been added, he would be acknowledged by sending a notification. More so, your agent will be notified when a ticket has been assigned to her. These notifications have traditionally been through email. Now, with Text Message feature enabled, your notifications would never take a miss. Infact, you can choose who should be notified and when.
You need to purchase SMS credits from one of the following service vendors - Screen Magic or Clickatell. On purchase of credits, you can configure the authentication credentials here in Zoho Support. Remember that you can configure only one SMS gateway at a given time.
To configure SMS settings, follow the steps mentioned below -
Your users' contact numbers need to be stored with their respective country codes. Please check this, before assigning your recipient numbers. Also ensure that you have entered a valid 'SMS Sender ID' provided by your SMS vendor, while configuring the SMS settings.
Certainly. Under SMS settings click 'Show Available SMS Credits' tab. This would display the remaining SMS credits available for your subscription.
Under the SMS Add-On setting you need to click on SMS History. On this page, you can find the total SMSes sent, SMSes sent successfully and those of them which failed to be delivered. Also, when you click individual records, you are provided with added information like, Text Message sent time, Recipient number, Gateway Used(your registered SMS Vendor) and the Response from your SMS Vendor.
In Zoho Support, go to Setup > Automate > Notify. Once there, you can find separate set of notification rules for both your customers and agents. You can configure your settings according to your needs. Just tick the box under the SMS heading corresponding to the notification rules, you want to activate.
Certainly. While adding a new task, tick 'Send Notification SMS' option to send a text alert for the new task added. Besides task notification, you can also send a text message to be reminded about a task.
Also, notification via text message can be set as default for every task that is added. To enable this feature, go to Setup > Customize > Fields and select 'tasks' as the module. Once there, edit the 'Send Notification SMS' option and ckeck 'Enable by Default'. Save your settings to send text alerts for all tasks added henceforth.
To customize your SMS notification templates, go to Setup > Automate > Notify. Now click on the 'Template' tab which gets highlighted when you rollover your mouse on a particular notification rule. Under the 'Edit SMS Template' option, you can customize the following fields.