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 → Extensions → Targets, create an HTTP target pointing to the SpringEdge API endpoint with your Bearer token.
3. Set Up Trigger
Create a Zendesk trigger with your conditions (e.g., ticket status changed to solved) and select the HTTP target as the action.
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.