A ticket is moved to a new stage in smartQ while a customer or team member is waiting for an update. If nobody sends a message, the person may contact the business again before the task is finished. A Zap can respond to a new ticket, an updated ticket or a moved ticket, then use Mobile Message to send a plain text notification.

This connection is suited to teams using smartQ’s visual ticket board to manage service work. A new ticket can alert the assigned operator, while a moved ticket can notify a customer that work has progressed if their number is available in the Zap. New User can also create a Mobile Message contact for onboarding or internal notices. Mobile Message’s Inbound SMS Received trigger can start smartQ’s Create Note action when a customer texts in and the message should be added to a ticket workflow. The services connect through Zapier. They do not provide a native shared ticket and contact record, so each direction must be configured as its own Zap.