SMS is just another channel. Meet customers where they are.

I’m definitely in support of this feature. We often get requests from end users asking us to send them a quick text, but we have internal policies that prevent us from communicating through personal cell phones. Because of that, we simply do not have a way to text them today. Having SMS built into the platform would solve that immediately while keeping communication centralized and compliant.

This would also be a big help for approvals. Being able to text a primary contact for approval would speed things up significantly. Right now, since there is no mobile app and our emails are not always whitelisted, approval emails sometimes get filtered as spam or missed entirely.

Another major benefit would be technician alerts. Instead of relying only on Teams notifications, SMS could be used for reminders about upcoming tickets or to notify a technician when a ticket has been updated.

It would also be extremely useful for on-call scenarios. If a priority one ticket hits the board after hours, sending a text to the on-call technician would ensure they are alerted immediately and reduce response time.

yes!!!! right now we have some crazy mashup of twilio --- > high level --> Zapier --> Autotask

we'd like this too

whats the timing?

Twilio being integrated with Thread might bridge the sms and not be 1 platform specific