Twilio Plus is an automated ticketing system built for Freshdesk, powered by Twilio SMS.
The Twilio Plus application for the Fresdesk platform provides customer service agents the convenience of having an automated ticketing system, allowing them to communicate with clients even when they do not have access to an active internet connection.
Twilio Plus takes Freshdesk’s functionality a step further by incorporating its ticketing system with the Twilio SMS API.
With the application, agents can communicate with customers without being redirected. Moreover, through providing an offline customer support service using SMS, agents can provide a significantly better level of satisfaction to customers. Lastly, with the help of our messaging templates, agents can cater to repetitive customer queries without losing their efficiency.
With Twilio Plus, whenever a customer sends an SMS to a service representative, highlighting a query, it is automatically sent to the Freshdesk database as a ticket. With the ticket in view, agents can communicate with the customers on-the-go, substantially improving your customer service efforts in the process.
Create an account using your email or log in directly if you already have an account.
Enter Twilio credentials and validate.
Enter Freshdesk domain and API key and validate.
SMS Templates (optional):
Configure the SMS settings and templates for message notifications.
Custom SMS templates(optional):
Configure predefined message templates for agents.
Incoming SMS settings:
Configure when to create new tickets from incoming messages.
Copy and paste the URL to your Twilio number's webhook and install the app.