Twilio-Zoho Desk SMS Integration
2 min readMar 28, 2022

Customer Support via Twilio SMS with Zohodesk.

Replace email with SMS for customer support using Zohodesk.

If you’re not familiar with Zohodesk, it’s a flexible helpdesk system that allows customers to create new helpdesk tickets by simply sending an email. Helpdesk staff can respond to the customer and apply complex workflows to tickets. Best of all the whole thing is documented and logged so everyone can see what happened when.

Twilio allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. Twilio API for SMS to send and receive text messages over the carrier network to any phone, anywhere in the world. From a Twilio phone number, SMS messages are delivered globally.

Zoho Desk — Twilio SMS Integration, it’s an extension that enables SMS communication between agents and end-users. End users can ask for help via SMS and support engineers can send the solution through the same channel.

Let us discuss the key features of the Zoho Desk — Twilio SMS Integration extension.

New number as new ticket concept

Once our plugin receives an SMS from a new client, it will be classified as a new ticket with the subject line as “SMS from #clientnumber”. A further conversation will come under this ticket. So manual work merging and splitting the tickets will be avoided.

Automatic conversion as threads:

Once our plugin receives an SMS from an old number in which already a ticket was created, our plugin will automatically find the old ticket & merge the new request with the old threads. By this Zohodesk agent can avoid multiple tickets for the same number.

Inbound and Outbound SMS support

We can able to receive an SMS to our Zohodesk support number also we can able to reply back through the same channel via the Zohodesk portal. No need for mobile devices.

Instant Acknowledgment configuration

Acknowledge your valuable customer at the right time. While installing our plugin you can able to configure your instant reply back message. So, for every new client, this acknowledgment message will hit their inbox instantly as SMS.



OAppS Technologies, mainly concentrate on Marketplace SaaS applications. We develop simplified solutions for complex problems.