Zendesk and Twilio Integration

Explore Triggers and Actions

New Ticket (Instant)

New event when a ticket is created.

Ticket Pending (Instant)

New event when a ticket has changed to pending status.

Ticket Updated (Instant)

New event when a ticket has been updated.

Ticket Solved (Instant)

New event when a ticket has changed to solved status.

Ticket Closed (Instant)

New event when a ticket has changed to closed status.

New Ticket Added to View (Instant)

New event when a ticket is added to the specified view.

Send Message

Send an SMS text with optional media files

Send SMS Verification

Send an SMS verification to a phone number

List Transcripts

Return a list of transcripts

Phone Number Lookup

Lookup information about a phone number

List Messages

Return a list of messages associated with your account

List Message Media

Return a list of media associated with your message

List Calls

Return a list of calls associated with your account

Get Transcripts

Retrieves full transcripts for the specified transcript SIDs

Get Message

Return details of a message

How it works

Add your support channel as a trigger

Start with any customer-facing channel — WhatsApp, Email, Web Chat, or even Phone. When a new ticket, message, or call comes in, the workflow kicks off.

Connect your apps

Set conditions like agent persona, customer type, query intent, or urgency. Then let your AI agent auto-respond, triage, summarize, or even escalate — just using natural language.

Connect it to your tools

Sync with your CRM, Helpdesk, or internal systems. Automatically log tickets, update statuses, notify agents, send surveys or send summaries — your workflow, your way.

What can Ayudo do with Zendesk and Twilio?

The Zendesk and Twilio integration empowers your support team to deliver personalized, real-time customer interactions. By combining Zendesk’s robust ticketing system with Twilio’s versatile messaging and voice capabilities, you can manage all customer communications from a single platform. Automate notifications, enable SMS and voice support, and track conversations effortlessly to boost customer satisfaction and streamline workflows.

Frequently asked questions

What benefits does the Zendesk and Twilio integration offer?

This integration allows you to manage SMS, voice calls, and chat messages directly within Zendesk, providing a unified view of customer interactions. It enhances response times, automates communication workflows, and improves overall customer experience.

How do I set up the Zendesk and Twilio integration?

To set up the integration, connect your Twilio account within the Zendesk Admin Center, configure your messaging and voice channels, and customize notification and automation settings to fit your support needs.

Can I send SMS notifications to customers through Zendesk using Twilio?

Yes, you can send automated SMS notifications, alerts, and updates to customers directly from Zendesk using Twilio’s messaging services, keeping customers informed in real time.

Is it possible to handle voice calls through Zendesk with this integration?

Absolutely. The integration enables your support agents to make and receive voice calls via Twilio within Zendesk, ensuring seamless voice communication alongside other support channels.

Does the integration support multi-channel communication tracking?

Yes, all interactions via SMS, voice, and chat are logged within Zendesk tickets, providing a comprehensive history of customer communications across channels.

Explore Triggers and Actions

How it works

Popular App Usecases

What can Ayudo do with Zendesk and Twilio?

Frequently asked questions

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