Zendesk + D7 SMS: Never Miss a Support Ticket Again
When a new ticket is created in Zendesk, support agents can still miss email alerts, leading to delayed responses. With D7 SMS and Make, every new Zendesk ticket triggers an instant SMS notification, logs the ticket in Google Sheets, and creates a record in Freshdesk automatically.
Key Benefits
- Real-time SMS alerts for every new support ticket
- Automatic logging of ticket details in Google Sheets
- Seamless ticket creation in Freshdesk for backup and routing
- Faster response times and improved accountability
How It Works
- A customer submits a request: Zendesk, New Ticket triggers the workflow
- D7 SMS sends an instant text to the assigned support agent
- Ticket details are logged in Google Sheets for reporting
- A mirror ticket is created in Freshdesk to keep teams in sync
Use Cases / Examples
E-commerce: A buyer reports a damaged item; your support rep receives an SMS and can respond before escalation.
IT Services: A new incident ticket notifies the on-call engineer via SMS, logs it centrally, and duplicates it in Freshdesk.
Integration / Setup
- Connect Zendesk – New Ticket to Make.
- Add your D7 SMS API credentials.
- Map key variables (ticket ID, requester name, priority).
- Add Google Sheets (log) and Freshdesk (create ticket) actions.
- Test the flow to ensure SMS alerts and logs fire correctly.
