Twilio – TicketGo Add-On Guide

Introduction to Twilio Integration in TicketGo

The Twilio integration in TicketGo enhances your customer support capabilities by enabling seamless communication through SMS, voice, and other messaging channels. With Twilio, you can effortlessly manage customer interactions directly from within TicketGo, ensuring that no message is missed. Whether you’re sending automated notifications, responding to customer inquiries, or resolving support tickets via text or voice, this integration streamlines your communication workflow. By connecting Twilio to TicketGo, you empower your team to provide faster, more personalized support, all from a single platform.

Key Features

• Automated SMS Notifications – Automatically send SMS notifications to customers for ticket status updates, ensuring they are informed of progress without manual effort.
• Real-Time Alerts – Receive instant notifications on ticket-related events such as new tickets, ticket assignments, or status changes, keeping your team updated in real-time.
• Customizable Notification Templates – Personalize SMS notifications with customizable templates, ensuring messages are tailored to your business’s tone and style.
• Multi-Recipient Notifications – Send SMS notifications to multiple recipients, such as team members and customers, ensuring everyone involved in the ticket is informed.
• Ticket Status Updates via SMS – Notify customers of important ticket updates, including when a ticket is opened, updated, or closed, directly via SMS for easy customer tracking.

How to Install the Twilio Add-On?

• Follow these steps for Installation : Setup Twilio.

How to use the Twilio Add-On.

• Once you enable the Add-On, navigate to the settings module, click on system settings, and find out Twilio.
• On that page, you have to enter the SID, Token, and Form ID.
• To generate the SID, Token, and Form ID, you can follow this link: https://www.twilio.com/docs/iam/access-tokens
• After you do this, you get a chance to choose the notifications settings.

You will be notified when:

• New user is created
• A message is sent to agent
• A message is sent to customer
• A message is sent to admin
• You reply to a customer
• You reply to admin
• You reply to agent
• The ticket is closed

So, this is how you can use the twilio integration in TicketGo.