---
title: "SMS/MMS Conversations in Zendesk: Pitfalls and Solutions"
description: Texting is a must, especially for businesses offering customer service.
---

[Bright Pattern Blog for Contact Centers](https://blog.brightpattern.com)

# [SMS/MMS Conversations in Zendesk: Pitfalls and Solutions](https://blog.brightpattern.com/sms/mms-conversations-in-zendesk-pitfalls-and-solutions)

 Written by [Nick Deininger](https://blog.brightpattern.com/author/nick-deininger) | Jan 4, 2018 1:00:00 PM

Texting is by far the most popular and convenient means of communication for people today. Sending an SMS/MMS (short message service/multimedia messaging service) message is quick—it’s faster and more convenient than email—and you don’t have to say a lot to get your message across. In fact, when sending a photo or video via MMS, you don’t have to say anything at all. Texting is a must, especially for businesses offering customer service.

Companies that use Zendesk as a contact center want their agents to send and receive SMS/MMS as easily as anyone else. Zendesk Text enables businesses to do just that, although not in a very convenient way: in Zendesk, agents can receive inbound MMS from customers and a ticket is generated for the interaction, but the agents’ replies are sent to customers via email—not SMS or MMS. Moreover, each follow-up customer message creates a new ticket, so the business ends up with multiple tickets for the same conversation.

When customers text you, they expect a text message back—not an email reply. We believe that it would be easier for agents and customers to send and receive SMS/MMS on the same channel, on a single ticket. That’s why we offer Bright Pattern for Zendesk, a simple add-on to Zendesk that will take your customer service a long way both in terms of efficiency and better supporting your customers.

Bright Pattern for Zendesk expands Zendesk with some key features that no contact center should be without:

- Inbound/outbound SMS/MMS conversation threads
- Intelligent distribution of calls, chats, and SMS/MMS to agents
- Management of customer interactions at the conversation level
- Tickets and activity history for all interactions in a single desktop interface
- Easy handling of multiple interactions on the customers’ channel of choice

With Bright Pattern for Zendesk, your Zendesk-based contact center can connect with customers on the same channel in which they first contacted you. Both inbound and outbound SMS/MMS are supported, as are conversation management tools, no-nonsense ticketing, and many other customer support features. Our add-on turns Zendesk into a one-stop communications hub.

[Learn more](https://www.brightpattern.com/integrations/zendesk-integration/) about how Bright Pattern can improve your Zendesk experience.

[View full post](https://blog.brightpattern.com/sms/mms-conversations-in-zendesk-pitfalls-and-solutions)

```json
{
  "@context" : "http://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Nick Deininger"
  },
  "dateModified" : "2018-01-05T00:06:33.426Z",
  "datePublished" : "2018-01-04T13:00:00Z",
  "headline" : "SMS/MMS Conversations in Zendesk: Pitfalls and Solutions",
  "image" : {
    "@type" : "ImageObject",
    "height" : 3905,
    "url" : "https://info.brightpattern.com/hubfs/Blog_Images/AngryGuy.jpg",
    "width" : 5254
  },
  "mainEntityOfPage" : "https://blog.brightpattern.com/sms/mms-conversations-in-zendesk-pitfalls-and-solutions",
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "height" : 60,
      "url" : "/hs/hsstatic/content_shared_assets/static-1.4092/img/default-amp-logo.png",
      "width" : 60
    },
    "name" : "Contact Center Blog"
  }
}
```