Textline for Zendesk Support

Create the best customer experience\n\nTextline is a business text messaging platform that empowers customer support teams by making it easy to send and respond to text messages. Brands like 1-800-Got-Junk, Tuft & Needle, Stuart Weitzman, TriMet, and Live Nation use Textline to communicate with customers in a way that is fast, convenient, efficient, and accessible from anywhere. Make customers happy by adding a personal touch to your customer experience while lowering call volume and resolving more issues.\n\n### Turn customer support from a cost center into a revenue center\n\nTextline offers the best tools for support workflow, team collaboration, and process automation. Your team can share one or more phone numbers for responding to customer inquiries while easily managing multiple conversations simultaneously. Use features such as agent transfers, templated responses, scheduled messages, metrics, and more. Our seamless integration lets you use Textline natively within Zendesk Support. Initiate and respond to text messages using the top bar widget, channel integration, or ticket sidebar widget. All text conversations are automatically logged on customer tickets, while Zendesk contacts are saved in Textline’s address book.\n\n### Features include:\n\n* Shortcuts — Store templates for frequently used messages.\n* Transfer — Transfer text messages, similar to transferring phone calls.\n* Notifications — Receive desktop, email, and mobile alerts.\n* Auto Responses — Use automated greetings and away messages.\n* Whispers — Leave private notes for internal team discussions.\n* Metrics — Understand customer interactions and monitor team performance.\n* MMS — Send and receive photos, videos, and attachments.\n* Address Book — All Zendesk contacts sync into Textline.\n\n### Data Privacy and Security\n\nTextline accesses and processes the following Zendesk data to provide text messaging services:\n\n* Customer contact information (names, phone numbers, email addresses) - Used to identify contacts and enable text messaging communication\n* Ticket data and conversations - Used to log text message interactions and maintain conversation history within Zendesk tickets\n* Agent information (names, roles, groups) - Used to route messages and manage team collaboration features\n* Organization settings - Used to configure integration preferences and workflow automation\n\nAll data is transmitted securely using industry-standard encryption and stored on Textline's secure servers in compliance with applicable data protection regulations. Data is used solely to provide the text messaging service and improve user experience. Textline does not sell or share personal data with third parties for marketing purposes.\n\nFor complete details on data handling practices, please review our Privacy Policy.\n\nIf your team is ready to start texting, sign up for your free trial at https://textline.com