1.1 Prerequisite

You must have the Clickatell Extension in your Zoho Desk Portal. To know how to install the plugin, click here. 

1.2 SMS Sending Procedure

Step 1: 

Go inside the ‘TICKETS’ page from your Zoho Desk portal. You will find all the available tickets on this page. You can open your preferred ticket.

Step 2:

Inside the ticket, the plugin widget icon can be found at the top right corner. All the widgets will appear once this icon is clicked. By default, the widget page will be hidden.

All the installed widgets can be found in this sliding sub-window.

The Clickatell Extension for Zoho Desk can also be found in the widget list. The widget body can be expanded or collapsed using the indicated icon.

Step 3: 

Once you expand Clickatell Extension for Zoho Desk, you will notice the clients’ mobile number is already filled in the “Send To” input field. The contact number will be pre-filled from the ticket contact field. Before sending a message, the contact number can be edited if required.
 

Step 4:

In the “Merge Field” dropdown, there is a list of fields, allowing you to easily fill in some details. After selecting a particular field, that information will be embedded into the message description. You don’t need to search for that information and type it manually.

For example, If you select “Ticket Id” and click on the ‘Select’ button, the Id of the ticket will be automatically inserted into the message description. 

Step 5:

Custom messages can also be written in the Description field.

Step 6:

After writing the message, it can be sent by clicking on the ‘Send’ button. Messages will be sent directly to customers’ mobile phones and will be marked as “Outbound SMS” in the Conversation section inside the ticket.

You will also get a notification stating that “SMS Sent Successfully”.