Twilio is a cloud communications platform for building SMS, Voice & Messaging applications. Developed a backend application to integrate a Twilio account with ‘freshdesk’ to enhance customer support.
Benefits
Dynamically create ticket in freshdesk when SMS is sent by requestor to Twilio
Send email notification to requestor on ticket creation
Send SMS to requestor when agent replies to ticket created in freshdesk
Update existing ticket if SMS is received from same requestor within 14 days to keep track of ticket history
