Mobile Messaging
SupportCalls menu > Settings > Messaging
Short Message Service or popularly known by its
acronym as SMS, is used by billions of people and is
the most pervasive use of data on mobile phones. SMS
is convenient and cost effective for a number of
reasons. When compared with the cost of airtime for
voice calls or wireless web access, SMS is a real
bargain and messages are immediately delivered
directly to your phone. Hence, due to the various
advantages, it is no wonder that SupportCalls
supports SMS messaging just as it supports emails!
SMS alerts can be automatically dispatched to
callers or technicians based on certain help desk
events such as when case is resolved or when a case
is assigned to a technician.
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There are two ways in
SupportCalls to enabling messaging service:
1) Using a SMS HTTP gateway provider - Many SMS providers offer simple HTTP SMS posting,
allowing one to send SMS text messages directly
through their gateways. Sending SMS via internet
frees the support team from having a cellular
carrier and individual mobile phones. Configuring
support for a HTTP gateway in SupportCalls is very
easy. Just select a provider (from the drop down
list) and input the connection URL and user
credentials and you are ready!
The following SMS providers are support as of
now:
2) Using Skype (version 2.5 and
above) - If technicians have Skype installed
and have a Skype credit, SupportCalls can be
used to send SMS directly through Skype.
This functionality is done programmatically
which means Skype is seamlessly integrated
with SupportCalls. The technicians won't
even notice the Skype is being used during
the whole process of SMS messaging.
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