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Quickly connect Twilio to Zendesk with a Zapier template.
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How Zapier works
Zapier makes it easy to integrate Twilio with Zendesk - no code necessary. See how you can get setup in minutes.
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.
You’re connected!
Zapier seamlessly connects Twilio and Zendesk, automating your workflow.
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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.
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.
- New Phone Number
Triggers when you add a new phone number.
Try ItTriggerPolling - New Recording
Triggers when a new recording is available on your account.
Try ItTriggerPolling - New Transcription
Triggers when a new transcription is available on your account.
Try ItTriggerPolling - From NumberRequired
- To NumberRequired
- MessageRequired
- Voice
- Language
- Send Digits
ActionWrite
- Instructions_copy
Try ItTriggerInstant- To NumberRequired
- Apply US Prefix
Try ItTriggerPolling- To NumberRequired
Try ItTriggerPolling- Help Text
- From NumberRequired
- Alphanumeric Sender ID
- To NumberRequired
- MessageRequired
- Media_url
ActionWrite