SMS to Ticket Automation for Enhanced Customer Support

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.

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.

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.