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Twilio
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Twilio
1. Choose trigger event
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Zendesk
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Zendesk
2. Choose action
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1. Select the event
Setup
Test
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Twilio
Choose a trigger event

Choose a trigger

A trigger is the event that starts your Zap—like a "New Phone Number" from Twilio.

Add your action

An action happens after the trigger—such as "Delete User" in Zendesk.

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Zapier seamlessly connects Twilio and Zendesk, automating your workflow.

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Customers have created over 25 million Zaps on the platform

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The average user takes less than 6 minutes to set up a Zap

Make work flow with AI

Level up your Twilio to Zendesk integration with AI. Extract, summarize, and transform your integration data with leading AI models like OpenAI, Anthropic, and more.
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Frequently Asked Questions about Twilio + Zendesk integrations

New to automation with Zapier? You're not alone. Here are some answers to common questions about how Zapier works with Twilio and Zendesk

How do I start integrating Twilio with Zendesk?

To begin integrating Twilio with Zendesk, you'll first need to ensure that you have active accounts on both platforms. Once you have both accounts set up, navigate to the integration settings in Zendesk and look for the Twilio option. You'll then follow our step-by-step guide, which includes entering your Twilio credentials such as Account SID and Auth Token into Zendesk.

Can we automate ticket creation in Zendesk from incoming SMS messages via Twilio?

Yes, you can automate ticket creation in Zendesk from incoming SMS messages. By setting up specific triggers within Zendesk, you can define actions that automatically generate a new support ticket each time an SMS is received through a Twilio-managed phone number.

Is it possible to send outbound messages from Zendesk using Twilio?

Indeed, once integrated, you can send outbound messages directly from Zendesk using Twilio. This setup is usually managed through defined actions that allow agents to reply or send proactive messages via SMS directly from the ticket interface.

What kind of triggers can we create with this integration?

With the integration of Twilio and Zendesk, you can create various triggers such as sending automatic replies when an SMS is received. You might also setup a trigger to alert team members within Slack when certain keywords appear in an SMS message.

How do we ensure security while integrating these platforms?

Security is ensured by using OAuth tokens for authentication when connecting these platforms. Make sure that your credentials like Account SID and Auth Token are kept secure and never shared publicly. Regularly updating passwords and monitoring access logs is also advised.

Are there limitations on the type of data we can sync between Twilio and Zendesk?

Generally, most data types like text-based communications are easily synced between the two platforms. However, it may not be straightforward to sync multimedia files due to format compatibility issues; thus checking format support on both ends beforehand is suggested.

Do we need any special permissions to complete this integration?

For a seamless integration setup, administrative access on both your Twilio and Zendesk accounts is required. This ensures that you'll be able to configure APIs correctly without running into permission-related issues during the process.

Connect Twilio and Zendesk to integrate crucial parts of your business

With Zapier, you can integrate everything from basic data entry to end-to-end processes. Here are some of the business-critical workflows that people automate with Zapier.

Integration categories

Automate your lead management and improve conversions

With Zapier, you can automate every part of your lead funnel and give yourself the best chance at converting leads. Automate everything from lead capture to outreach to reporting—and close more deals as a result.
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Create more impactful campaigns with automation

Measuring campaign performance across platforms can get chaotic. Plus, digging up the right metrics costs you precious time and effort. With Zapier, you can create a centralized view of your performance, skillfully manage your lists, and ensure your campaigns drive ROI across the business.
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Provide world-class support with a little help from automation

Support reps can't be productive when they have to track down crucial information for every incident or ticket. With Zapier, you can automatically send your reps the context they need to resolve tickets quickly and create a seamless customer experience.
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Automate your way to actionable, up-to-date data

The days of manually exporting and importing data are over. With Zapier, you can send data where it needs to go, in the format you need it—so you can centralize your data and unlock more insights.
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Resolve incidents faster with automation

Your technical support team wants to focus on tech tickets rather than admin work. With Zapier, you can automate everything from ticket creation to routing to inter-team communication—eliminating friction from incident management and increasing speed to resolution.
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Supported triggers and actions

Zapier helps you create workflows that connect your apps to automate repetitive tasks. A trigger is an event that starts a workflow, and an action is an event a Zap performs.

triggers, actions, or triggers and actions
  • Twilio triggers, actions, and search
    New Recording

    Triggers when a new recording is available on your account.

    Trigger
    Polling
    Try It
  • Twilio triggers, actions, and search
    New Transcription

    Triggers when a new transcription is available on your account.

    Trigger
    Polling
    Try It
    • From Number
      Required
    • To Number
      Required
    • Message
      Required
    • Voice
    • Language
    • Send Digits
    Action
    Write
    • Instructions_copy
    Trigger
    Instant
    Try It
    • To Number
      Required
    • Apply US Prefix
    Trigger
    Polling
    Try It
    • To Number
      Required
    Trigger
    Polling
    Try It
    • Help Text
    • From Number
      Required
    • Alphanumeric Sender ID
    • To Number
      Required
    • Message
      Required
    • Media_url
    Action
    Write

Learn how to automate Twilio on the Zapier blog

Learn how to automate Zendesk on the Zapier blog

twilio logo
twilio logo
About Twilio
An easy tool for developers to send and receive SMS and voice calls.
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zendesk logo
zendesk logo
About Zendesk
Zendesk is a web-based help desk support tool that makes it simple to provide great customer support.
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