SMS

SMS integration primarily lets you create tickets, add articles and respond to tickets via SMS. It is also possible to send notifications, e.g. to agents.

You can configure the SMS channel in the admin interface under Channels > SMS.

Note

  • MessageBird and Twilio are currently the only supported providers to process incoming messages.

  • Our configuration example below is based on Twilio.

  • This guide assumes you have a Twilio account with an assigned number which is capable of sending and receiving SMS.

Configure Twilio

  • In the Zammad settings, go to Channels > SMS and click on the New button

  • After selecting Twilio as provider, you can find your webhook URL in the Webhook field. Copy the complete URL and switch back to the Twilio console.

  • Go to the Twilio console and log in.

  • Go to the configuration of your number you want to use with Zammad, switch to the Configure tab and scroll to Messaging Configuration.

  • Paste it for the “A message comes in” event in the URL field and make sure to select HTTP POST as HTTP option as in the following screenshot:

Twilio number configuration

Make sure to save the changes and go on with the next step.

Configure SMS Account

To set up the channel, your account ID and the authentication token are required. You can find them in Twilio’s welcome screen for example.

Twilio settings

Copy and paste them into the corresponding fields in the SMS config dialog:

Channel settings SMS

Additionally, you have to enter a sender number and select a destination group which receives the tickets of this channel. The sender number is what is show as sender to the customer. You can even add a name here.

You can now Test your configuration by clicking the button. After successfully testing your configuration, save it by clicking the Submit button.

Communication via SMS is now available in Zammad.

Configure SMS Notifications

It’s also possible to use the SMS channel to send notifications from the system (e.g. from trigger or automation). To set it up, click on the New button in the SMS Notification section.

Note

  • Supported providers: Massenversand, MessageBird and Twilio

  • Please note that users must have a mobile phone number to get notified by SMS. If there is no phone number assigned, no SMS will be sent.

The setup is the same as above: Select your provider, provide the details (Account SID, token) and enter a sender number or name. After that, you can test your configuration. If successful, save your changes by clicking the Submit button.

Notification settings

Now it’s possible to send SMS notifications via trigger or automation. The setup is done the same way as setting up email notifications.