This article will provide an explanation on what functionality is available for each Helpdesk Integration.

Functionality provided:

  1. Incoming SMS creates a new ticket on CS platform
  2. Followup incoming SMS creates a new note on existing ticket on CS platform
  3. Replies on an existing ticket on CS platform, sends an SMS message to SMS subscriber:
    1. #optout or #opt-out replies opt out the user from Emotive platform
  4. Closing an existing ticket on CS platform, closes conversation with SMS subscriber

Helpdesk Integrations Support Matrix

  Freshdesk Reamaze HubSpot Kustomer Zoho-desk Custom
Create Ticket Yes Yes Yes Yes Yes Yes
Add Note Yes Yes Yes Yes Yes Yes
Close Ticket Callback Yes No Yes Yes Yes Yes
Add Note Callback Yes Yes Yes Yes Yes Yes