You can now send Two-Way SMS surveys automatically through your Zendesk triggers. Your customers can respond to the survey right in their SMS conversation.

What’s new
When you create or edit a Zendesk trigger in Zonka Feedback, you’ll now see Two-Way SMS Survey as a channel option alongside Email Survey and SMS Survey. You can choose when the SMS is sent, decide whether to ignore throttling, and set ticket conditions (for example, sending only when a ticket has specific tags), just like your other triggers.

How to set it up
Go to your survey → Integrations → Zendesk → Send Zonka Feedback survey automatically → create or edit a trigger → select Two-Way SMS Survey → configure timing, throttling and conditions → Save.

Important: Make sure your customers’ mobile numbers in Zendesk include the country code (for example, +1, +44, +91). SMS can’t be delivered to numbers without one.