How do inbound texts become tickets?

Each inbound message is pushed to your helpdesk as an HMAC-signed webhook, so it can be created as a new ticket or appended to an existing conversation with that contact.

Can agents reply over SMS from the helpdesk?

Yes. When an agent replies in the helpdesk, the system calls the REST API and the message is sent from your own number, keeping the whole exchange in one thread.

Does it work with my existing helpdesk?

Any helpdesk that can receive a webhook and make an outbound API call can use the gateway, because it speaks plain REST and signed webhooks rather than a proprietary protocol.

SMS For Helpdesk

Route two-way SMS into your helpdesk

Customers text the numbers they already have. A self-hosted gateway turns those inbound messages into helpdesk tickets and lets agents reply from the same inbox — a complete two-way SMS support channel built on signed webhooks and a simple REST API.

Meet customers where they message

Plenty of people would rather send a quick text than open a chat widget, write an email, or sit in a phone queue. If your support team can only be reached by the channels you happen to offer, those customers go unanswered. Routing SMS into your helpdesk closes that gap: a text to your number becomes a ticket like any other, with full history, assignment and reporting — no separate phone someone has to remember to check.

Inbound becomes a ticket

When a customer texts your number, the app captures the message and pushes it to your helpdesk as an HMAC-signed webhook. Your integration verifies the signature, then either opens a new ticket or appends the message to the existing conversation with that contact. Because every delivery is signed, you can trust that a ticket genuinely originated from your gateway. The payload shape and verification steps are in the inbound webhook guide.

Agents reply in one thread

When an agent answers, the helpdesk calls the REST API and the reply is sent from your own number, landing in the customer's existing thread. The conversation stays continuous on both sides — the customer sees one number, the agent sees one ticket. Endpoint details are in the REST API reference.

Make support faster

Auto-acknowledge — fire an instant "we've got your message" with no-code rules.
Deflect common questions — answer hours, status and FAQs automatically before an agent steps in.
Keep context — every text threads to the right contact and ticket.
One number — sales, service and support all reachable on the line customers already know.

No-code triggers for acknowledgements and deflection are covered in the auto-reply rules guide. Because the gateway sends through your own SIM, there is no shared shortcode and no per-message markup — your number, your control.

To give support a two-way SMS channel, follow the quickstart and send your first message in minutes.

Scan to install

Put SMS in your support inbox

Install the Android app, pair your phone, and route inbound texts into your helpdesk.

Read the quickstart → Get it on Google Play

Two-way SMS for your CRM · Send from your own SIM · Inbound SMS webhook guide · REST API reference