Send Replies on a Ticket as Text Messages to Contacts in Zoho Desk

Overview

JustCall enables users to transmit text messages directly to contacts from within Zoho Desk tickets. The system logs calls and texts under the same ticket, streamlining customer communication workflows.

How It Works

Setup Requirements

To activate this feature, enable one of these options in your integration configuration:

• Log texts with a contact (number) under the same ticket
• Log calls and texts with a contact (number) under the same ticket

Process Flow

Once enabled, JustCall creates a webhook in your Zoho Desk account that activates when new comments are added. An SMS or MMS then transmits to the respective contact.

Each ticket displays the notification: "Comments added in this ticket will be sent as a text message to your customer."

Sending Messages

1. Click the comment icon in the ticket's upper right
2. Enter your message
3. Select the Comment button
4. The comment appears in the ticket conversation
5. JustCall appends a confirmation indicating successful SMS delivery

Important Notes

Limitation: JustCall tracks only the tickets created after the feature is enabled. Existing tickets won't trigger message delivery.

Permission Requirement: Webhook access must be enabled for your profile. Navigate to Settings > Agents > Your Profile and verify Webhooks permission is active under Administrative Permissions.