The great thing about Zoho Desk is it lets you handle all different types of customer communications from one inbox. We’ve built our SMS integration so that SMS tickets work the same way that email or phone tickets work.
Step 1 | Find SMS tickets to respond to
To keep things nice and simple, you'll find the SMS tickets in the usual place you find the email tickets. SMS tickets can be identified by the blue conversation bubble icon:
Step 2 | View the SMS history
If you open an SMS ticket, you’ll see the conversation history:
A) Outbound messages from a support agent can be identified by a blue arrow.
B) Inbound messages from a contact can be identified by the green arrow.
Step 3 | Send an SMS reply
1. To reply, first click the Post Reply button:
2. Create your message in the composer window.
3. Then click the Send button:
4. The message will then be sent:
If there's any problems with delivering the SMS, you'll get a notification.