SpringEdge integrates with Zendesk Support to send automated SMS messages triggered by ticket events. When a ticket is created, updated, or resolved — an SMS is sent to the customer or assigned agent automatically.

The integration works through Zendesk's HTTP target and trigger system. Configure the webhook once, define your trigger conditions, and SpringEdge handles the SMS delivery with DLT compliance and real-time delivery tracking.

Ticket-Based Triggers

SMS on ticket creation, status change, assignment, or resolution

CSAT Surveys

Send post-resolution satisfaction surveys via SMS for higher response rates

SLA Alerts

Notify agents and managers when SLA breaches are imminent

Integration Steps

1. Get API Key

Sign up for a SpringEdge account and get your API key from the dashboard.

2. Create HTTP Target

In Zendesk Admin, create an HTTP target (webhook) that POSTs form-encoded data to <SMS_SERVICE_URL>/api/web/send/ (your SMS service URL, shared after sign-up). The API key is sent as the apikey parameter, not a header.

3. Set Up Trigger

Create a Zendesk trigger with your conditions (e.g., ticket status changed to solved), select the HTTP target as the action, and pass apikey, sender, to and a DLT-approved message as parameters. See the SMS API documentation.

4. Test & Activate

Create a test ticket, verify SMS delivery in the SpringEdge dashboard, and activate the trigger for production.

Use Cases

Ticket Notifications

Notify customers via SMS when their ticket is received, assigned, updated, or resolved.

CSAT Surveys

Send SMS satisfaction surveys after ticket resolution. SMS surveys get 3-5x higher response rates than email.

Agent Alerts

Alert agents via SMS when high-priority tickets are assigned or when VIP customers raise issues.

SLA Breach Warnings

Notify team leads via SMS when tickets approach SLA deadlines to prevent breaches.