I am looking to integrate two-way SMS conversations into Zoho Desk using Twilio. My objective is to enable our support agents to send and receive SMS messages directly within Zoho Desk, with all SMS communications linked to the corresponding tickets.

Has anyone successfully implemented this integration? If so, could you please share the steps or provide any resources or documentation that might help? Specifically, I am interested in:

1. Setting up Twilio to handle incoming and outgoing messages.
2. Configuring Zoho Desk to support two-way SMS conversations.
3. Ensuring that SMS conversations are automatically linked to the appropriate tickets in Zoho Desk.
4. Any best practices or tips to ensure smooth integration and operation.

Thank you for your assistance!

Best regards