ZitaSMS – TicketGo Add-On Guide

Introduction

The ZitaSMS integration in TicketGo empowers businesses to enhance their communication by automating SMS notifications for key ticketing events. By linking TicketGo with ZitaSMS, users can ensure that agents, customers, and admins receive timely updates about ticket statuses, replies, and resolutions directly through SMS. This integration helps streamline ticket management, reduce response times, and improve customer engagement, all while providing a seamless messaging experience. This documentation provides a detailed guide on setting up the ZitaSMS module, configuring notifications, and leveraging its features for maximum efficiency.

Key Features

• Automated SMS Notifications – ZitaSMS sends real-time SMS alerts for various ticket events, including new ticket creation, status updates, and message replies, keeping all stakeholders informed instantly.
• Customizable Notification Triggers – Users can configure specific ticket actions that trigger SMS notifications, ensuring that relevant parties (agents, customers, admins) only receive updates that matter to them.
• Two-Way Communication – The integration supports sending and receiving SMS messages, allowing agents to respond directly to customer inquiries via SMS and improving communication efficiency.
• Ticket Closure Alerts – When a ticket is marked as closed, ZitaSMS sends a notification to the relevant parties, ensuring that the resolution is communicated effectively.
• Role-Based SMS Delivery – Notifications can be tailored to different roles (agents, admins, or customers), ensuring that each group only receives the most relevant updates based on their involvement in the ticket.

How to Install the ZitaSMS Add-On?

• Follow these steps for Installation : Setup ZitaSMS.

How to use the ZitaSMS Add-On?

• Once you purchase the Add-On, navigate to the settings module, click on system settings, and find ZitaSMS.
• On that page, you have to enter the ZitaSMS Auth ID, and ZitaSMS Sender ID with the help of which you can send messages via ZitaSMS.
• To generate the Credentials, you can follow this link: https://zitasms.com/how-ZitaSMS-works.php.
• 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 integrated the ZitaSMS Module with TicketGo.