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M
Mike44
November 17, 2023
Question

How can I create a trigger which fires when an SMS is received?

  • November 17, 2023
  • 2 replies
  • 56 views

I've integrated with Twilio SMS and so text messages get added as a comment to a ticket. I've tried the "Ticket is updated via Twilio SMS" and it works the first time an SMS is received, but never after that since I guess the ticket isn't considered "updated". 

Is there a trigger that fires for all SMS messages received? Or at least a trigger for any change to a ticket, such as internal notes or comments being added? It seems like the "ticket updated" trigger is so specific. 

      2 replies

      M
      Mike44Author
      November 17, 2023

      ok, So I do get a trigger, but it took about 20 minutes. It was at the same time that I was emailed with the summary of the ticket. I hope I can shorten that time. 

      In the meantime, maybe Ticket Comment is Public trigger is called every time there is a comment?

      Paolo14
      Paolo14Employee
      Employee
      November 19, 2023
      Hi Michael,
       
      You can create a custom trigger that will satisfy your use case. In addition, you can associate this trigger with a webhook or target if you are going to send notifications to a third party. As for the delay in receiving of email notifications, if you are using a Google-maintained account to receive these notifications, we have an ongoing incident about this. Rest assured that our team is working on it and will provide a fix as soon as possible.
       
      Regarding the "Ticket Comment is Public" condition, the trigger will only fire if the comment in the ticket is public, it won't fire on internal notes. For more information about trigger conditions and actions, please refer to this article: Trigger conditions and actions reference.
       
      Best,
      Paolo | Technical Support Engineer | Zendesk
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