It should be mentioned that .e4 has no affiliation with Zendesk. We’re just a happy customer using the better than free version ($20/Year) of their ticketing system. It should also be mentioned that Zendesk donates all of the cash generated by starter accounts to charity which is a nice plus. So far we’re extremely happy with the service so happy in fact that we can’t even remember the name of the service we used to use and I’m not joking about that.
Setting up an .e4SIP account:
Go to http://e4strategies.com – Click the big green button to setup an account. You will need to have a paid account to send text messages. If you are interested in testing out the SIP side of what you can do that for free however, you will need to have a DID on the account ($1) to send and receive SMS and all SMS messages will cost $.01
Once you’ve clicked the button and entered your details an email is dispatched from our app. It will require that you confirm your existence with a text message, once you’ve done that you can proceed to the tos and agree to the terms of the service.
.e4’s service is easy to use and wont break the bank. You can get started with our service for as little as $5.
Grab a phone number:
Once logged in and funded you will want to navigate to the DID (Direct Inward Dial) tab. From there you can buy and deploy a phone number that will be used to send and receive text messages. Simply pick one in your area code and narrow it down by selecting the correct NXX for your city or region.
SMS is a service that cost $.01 per message. In order to utilize this feature you will have to enable it. To do this navigate to the settings tab, select the short message service (SMS) menu and the “on” slider. You’re ready to SMS enable your Zendesk account.
Grab your API key:
Each account automatically receives their own unique api key which is based upon your authentication credentials and randomly generated data for additional security. You can retrieve your api key by going to the following url:
Once you obtained your api key you will need to determine which API call best suites the way you would like to set up your messaging from Zendesk. There are two options – Group SMS and SMS – Please review each here, our example will focus on group messaging.
Construct and test your request:
The .e4SIP API RESTful get request looks like this…
Please remember that this request is a single line with no spaces. It’s very important that you don’t forget the the trailing slash < I made this RED above so that you don’t forget.
|[destination_number]||Multiple Destination Numbers in NPANXXXXXX format and separated by a dash|
|[caller_number]||.e4 Phone Number (DID) in NPANXXXXXX format|
|[message]||URL Encoded plain text SMS message – Max length 160 characters|
|[api_key]||Your API Key|
Now that you understand how to construct a request you can test this by simply pasting your request in to the address bar of your favorite browser. Hit enter – Did your destinations receive the message? If so – Simply reply to the message from your mobile. All SMS reply messages are sent to the main account email of your .e4 SIP account. You can reply to these SMS messages from your email by simply replying via email to the message. We think this is pretty neat and hope you will to : ).
Setting up Zendesk:
Everyone loves Zendesk, but you can’t send a text message without some additional integration- this is where .e4 comes in. Our flexible SMS API allows Zendesk users to send and receive SMS message with a simple RESTful interface. Zendesk is kind enough to allow you to send information to third party apps using the “Extensions/Targets” feature of their application.
Setting up the target:
Once you’ve logged in your Zendsek account you will need to navigate to the “New Zendesk” by selecting the link on the top right – From there you’ll need to access the settings section of the website by clicking the gear icon located on the bottom right side of the Zendesk portal.Once you’ve entered the settings section you will need to…
- Click the “Extensions” link located at the bottom right.
- Click the “Targets” tab
- Click the “Add Target” link
Please note… Zendesk doesn’t currently have a specific target setup for our service. For now we can only assume that this is temporary and hope that they approve of this app and add our service to the predefined target applications section. Don’t worry though, they had the foresight to include a section that’s usable.
4. Click the http:// URL target in the right column
Enter the information below:
Here’s the request we used. Disregard the phone numbers – You’ll need to replace them with your agent’s mobile number and .e4SIP DID.
The request above sends a text to 3 agents with the ticket requester’s name and the ticket title. It’s that easy!
There are many ways to use .e4SIP and SMS with Zendesk. My example will use the default settings of your Zendesk account.
- Click the gear again
- Click Triggers
- Edit the “Notify all agents of received request”
- Scroll down click the + sign to add an action
Setup your trigger as follows: