Textline for Zendesk Support

Push incoming texts to your Zendesk ticket queue.

Help Desk
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Text your customers from Zendesk’s customer support and CRM software. Combine the robust features of Textline with Zendesk Support to ensure that your team can use business texting to deliver innovative customer service. Respond faster using SMS, and keep customers happy.
Screenshot of Textline working in Zendesk Support
The Textline widget that allows you to text customers within Zendesk.

Keep everything in sync

When a customer texts your number, Textline opens a Zendesk Support ticket and keeps both tools in sync as the conversation continues. The contact's Zendesk details are then automatically added to your Textline Address Book. You can also use Textline natively from Zendesk Support. Initiate and respond to text messages using the top bar widget, channel integration, or ticket sidebar widget. Automatically push incoming texts to your Zendesk Support ticket queue, while continuing to keep them in your conversation list in Textline. 

Use all of Textline’s features with Zendesk Support

  • Shortcuts — Store templates for frequently used messages.
  • Transfer — Transfer text conversations between team members.
  • Notifications — Receive desktop, email, and mobile alerts.
  • Auto Responses — Use automated greetings and away messages.
  • Whispers — Leave private notes for internal team discussions.
  • Metrics — Understand customer interactions and monitor team performance.
  • MMS — Send and receive photos, videos, and attachments.
  • Address Book — Zendesk contacts sync into Textline when a message occurs.

How to install

  • Sign in or sign up for a Textline account. (You must have administrator permissions in both Textline and Zendesk Support to set up the integration.)
  • In Textline, visit Settings > Tools & Integrations and click the Zendesk Support logo.
  • Enter your Zendesk subdomain and click Connect to allow Textline to access your Zendesk Support account.
  • Now inbound texts will create and update tickets in Zendesk Support. (Tickets are tagged Textline)
  • Click the Install button here in the Zendesk Marketplace to add a top bar Textline widget and a sidebar app that reveals Textline conversations that correspond to the currently visible Zendesk Support ticket.
  • If you'd like to use the channel integration instead of the ticket sidebar app, use your Zendesk settings to create a new channel integration account.

Get started with Textline for Zendesk Support.

If your team is ready to start texting, sign up for your free 14-day Textline trial. Already have a Textline account? Get set up in minutes.

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Questions? Text us: +1 415-849-4349 or contact us here.