Support Operations·Referral-Driven Marketing Agency

Inbound SMS to Support Ticket Pipeline

A Make scenario that catches every inbound SMS from referred customers, extracts a reference number from the message, and creates a Zendesk ticket so the support team can work it like any other channel.

Auto-ticket on every inbound SMS

Pulls reference number from message body

Zero manual SMS inbox watch

The Problem

Referred customers texting into a support number got buried in a shared inbox. Tickets weren't created until someone manually checked the messages. Customers waited longer than they should for any signal that their message had been received. Some messages got missed entirely.

The Build

I built a Make scenario that watches a Twilio number for incoming SMS. When a message arrives, the scenario parses the phone number, runs a regex over the message body to pull any reference number, then creates a Zendesk ticket with the message context attached. The support team picks up the ticket from Zendesk like any other support request.

The Outcome

Every inbound SMS turns into a ticket without anyone watching the inbox. The support team works one ticket queue instead of monitoring the SMS thread separately. Nothing falls through the cracks.

Stack

Make

Twilio

Zendesk

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