Case Study: Zendesk achieves a global 2-way SMS channel and customer feedback capability with Infobip

Adding a cloud-based SMS app

Zendesk, the cloud-based customer service platform used by over 45,000 companies, needed an SMS app to add direct mobile notifications and two-way consumer feedback into its ticketing and support workflows. To build the Zendesk SMS app and provide global SMS capabilities, Zendesk partnered with Infobip and leveraged Infobip’s proprietary messaging platform and 2‑Way SMS/web app features to add virtual phone numbers and carrier-grade messaging.

Infobip implemented a web app inside Zendesk that lets companies buy virtual numbers, trigger ticket creation and updates from incoming SMS, send SMS notifications via Zendesk triggers, and generate automatic alerts — backed by Infobip’s direct connections to over 300 telecom operators. The Infobip integration opened a powerful global SMS channel for Zendesk customers, expanding coverage and enabling real-time consumer feedback and mobile notifications across the platform.

Zendesk

Eric shen

Partnerships and integrations manager