Automation Rules (SMS Alerts)

What SMS Alerts Are

SMS Alerts are automation rules that send an SMS to the ticket requester when a specific ticket event happens — without any agent action required. Common uses include:

• Sending an acknowledgement when a ticket is created
• Notifying the customer when the ticket status changes
• Sending a resolution message when the ticket is closed

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Creating an SMS Alert

1. Go to App Settings → SMS Alerts.
2. Click Add Rule.
3. Configure the rule:

Field	Description
Event	The ticket event that triggers the alert — e.g. ticket created, ticket updated, ticket resolved
Conditions	Optional filters — e.g. only fire when priority is High, or when a specific tag is present
Message	The SMS body to send. Supports placeholders (see below).
From Number	The Twilio number to send from (defaults to the configured default outbound number)

4. Click Save.

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Placeholders

The message body supports dynamic values pulled from the ticket and contact:

Placeholder	Resolves to
{{ticket.id}}	The ticket ID
{{ticket.subject}}	The ticket subject
{{ticket.status}}	The current ticket status
{{ticket.priority}}	The ticket priority
{{contact.name}}	The requester’s full name
{{contact.phone}}	The requester’s phone number

Placeholders that cannot be resolved (e.g. a missing field) are replaced with an empty string.

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Multiple Rules

You can configure multiple SMS Alerts. All rules are evaluated for every relevant ticket event. Rules that match their conditions all fire — there is no exclusive matching. Order your rules so that the most specific conditions come first if overlap matters.

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Rule Evaluation

Alerts fire for both Freshdesk and Freshservice tickets. The alert checks:

1. Whether the trigger event matches.
2. Whether all conditions on the rule are satisfied (if any conditions are set).
3. Whether the requester has a valid phone number on their contact record.

If all checks pass, the SMS is sent and a confirmation note is added to the ticket.

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Limits

• The combined size of all SMS Templates and SMS Alerts configuration cannot exceed 256 KB. Keep rule message bodies concise.
• If you need more complex branching (e.g. different messages per group or agent), create separate rules with distinct conditions.

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Need Help?

Email support@taroo.in and we’ll respond within one business day.