Enhance your Freshdesk experience by integrating SMS communication through Twilio. This app empowers you to seamlessly manage customer interactions via SMS, providing a comprehensive support solution. Features: 1.SMS Ticket Creation: Automatically convert incoming SMS messages into Freshdesk tickets with a configured Twilio number. 2.SMS Ticket Replies: Notify customers of agent replies via SMS. Customers can quote ticket numbers to respond directly. 3.Time-Based Ticket Creation: Consolidate all customer messages within a specified timeframe into a single ticket. 4.Template-Based Ticket Creation: Use configurable templates for customers to create tickets via SMS. 5.Attachment Support: Freshdesk agents can send MMS attachments to customers. 6.Anytime SMS: Configure and use frequently sent SMS templates directly from the ticket sidebar for follow-ups, ticket closures, or requesting more details. 7.Status Updates: Send automatic SMS notifications when ticket statuses change. Transform your customer support by integrating Twilio with Freshdesk, and leverage the power of SMS to enhance communication and streamline your support processes.

Install the App: Start by installing the app from the marketplace. A free trial is available for you to explore its features. Twilio Account Requirements: 1.Ensure you have a paid Twilio account to use this app. 2.Purchase a Twilio Dedicated Number: 3.To buy a Twilio phone number, navigate to this link https://support.twilio.com/hc/en-us/articles/223135247-How-to-Search-for-and-Buy-a-Twilio-Phone-Number-from-Console. Validate Twilio Account: Enter the following integration settings to validate your Twilio account: 1.Twilio phone number 2.Twilio SID 3.Twilio Auth Token 4.Click on "Verify Twilio Account." A success message will confirm successful validation. Validate Freshdesk Account: Enter the following integration settings to validate your Freshdesk account: 1.Freshdesk domain 2.Freshdesk API key 3.Click on "Verify Freshdesk Account." A success message will confirm successful validation. Once validated, configure settings for your Twilio Plus app. Configure SMS Templates: Under SMS templates, you have two options for auto-response SMS: 1.Enable Status Change: Send an auto-generated SMS with a customizable template when the ticket status is updated. 2.Enable New Reply/Public Note: Send an auto-generated SMS with a customizable template when a new reply or public note is added to a ticket. 3.Create Custom SMS Templates: 4.Create templates for agents to efficiently respond to repetitive customer queries. Configure Incoming SMS Settings: Decide when to generate a ticket from incoming SMS: 1.Automatically generate a ticket for any incoming message within a specified timeframe, consolidating messages into one ticket. 2.Generate a ticket only when the message follows a pre-defined format, prompting customers with the correct format if needed. Setup Webhook URL: Generate a webhook URL post-app installation and configure it in your Twilio account: Copy the URL from the "Incoming SMS Settings" tab. Paste it in your Twilio phone number’s webhook configuration. For more help, refer to this article. https://www.twilio.com/docs/sms/tutorials/how-to-receive-and-reply-php#configure-your-twilio-number Final Step: Complete the installation process and start using the app to enhance your Freshdesk support with SMS capabilities. Things to Note : You can sign up for a twilio Free account to get started from here - https://help.twilio.com/articles/223136107 There are few restrictions with the Twilio account to be kept in mind You will have to verify caller IDs before you can send replies to them For sending replies to a US number, you will have to verify your identity with Twilio When sending replies from non US number to US number, Twilio trims any messages with symbols (@,!) on them