I’d like to request the addition of native SMS integration within Zoho Desk.

While email and chat are still widely used, SMS has become a critical channel for fast, effective customer support, especially for urgent or time-sensitive issues. At the moment, relying on third-party SMS tools creates friction and complicates our support workflows.

We understand that Zoho Desk already supports WhatsApp integration, which is fantastic for regions where WhatsApp is widely adopted. However, in North America, SMS remains the dominant messaging channel for direct communication. WhatsApp hasn’t gained the same level of everyday usage here, especially among customers expecting support from local businesses.

Here’s why native SMS support would make a huge difference:

• Faster customer engagement: SMS messages are typically opened within minutes, offering a much quicker response time compared to email.

• Universal accessibility: Nearly all customers can receive texts, regardless of their device, internet access, or familiarity with messaging apps.

• Improved agent workflow: A native SMS tool would let agents manage conversations in the same interface, avoiding the need to switch between platforms or rely on patchy integrations.

• Consistent branding & compliance: Built-in functionality allows better control over message formatting, branding, and data protection.

• Enhanced analytics: Native support would allow SMS conversations to be included in Zoho’s reporting tools, helping teams understand the full scope of customer interactions.

This would be a game-changing feature for support teams, especially in regions where SMS is still king. Thanks for considering this — we’d love to see Zoho Desk continue evolving as a truly omnichannel solution.