SMS the Technician

ServiceDesk Plus allows you to notify technicians through SMS. This option is available to the technicians assigned to requests.

To send an SMS to a technician,

1. Click the Requests tab in the header pane.

2. Select the Subject link of the request. Make sure that a technician is assigned to the request.

3. From the request details page, click the Reply drop-down and select SMS the Technician option. A Mail to Technician window pops-up with the To address as the SMS Mail ID configured for the technician in the admin tab.

4. Add Cc and Bcc if required.

5. Add your message in the Description field.  

6. Click Send. The notification is added as a request conversation.

To automatically alert the technician when a new request is assigned to them, enable Admin > Notification Rules > Alert Technician by SMS when a request is assigned option. You can also modify the default content for subject and description by selecting Customizing Template link in the notification rules.