Native SMS and MMS Channel Support

Native SMS and MMS Channel Support

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.



      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ



                                ご検討中の方