89% of US consumers say they prefer to communicate with businesses via SMS / MMS (aka "texting"). (link)

Unfortunately, Zoho Desk does not currently support the most popular channel for consumer communications in the United States.

For those of us in the B2C space, this is detrimental. Our customers demand to communicate via "texting", but this channel is not supported by Zoho Desk.

There have been clunky attempts in the app marketplace to bridge this gap, but none that I tried ever really worked.

Desk needs to be able to support the SMS / MMS channel. It needs to accept incoming SMS or MMS messages to start a ticket, and it needs to be able to send responses via that channel. The ticket record should look exactly the same, whether the communication was via SMS/MMS or email.

It is extremely frustrating that in 2026, a consumer cannot communicate with my company via the most popular channel in the United States.