Atlas

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New Ticket

 allow you to automatically take actions on newly created tickets. 

These actions allow you to categorize tickets and determine who and how they should be handled. This enables you to send tickets to the best person on your team and ensure that they are prioritized appropriately.

 that must be met by tickets when they are created and 

 that are taken on tickets that meet these conditions. 

You can apply the following conditions to newly created tickets:

 this is the user segment that applies to the ticket. For example, Customers and Visitors are available by default; VIP customers is another common segment created on a per-account or per-custom field basis.

use the ticket subject (if applicable) and message contents to qualify the ticket. These use 

, or regex's. The most basic regex is just a string -- ie, an exact match on whatever you type in this field. You can test more complex expressions with various tools like 

 this is the channel in which the ticket is originally created. You can apply a single rule to multiple channels.

When a ticket has met the conditions of a routing rule, you can take any of the following actions:

When you have multiple routing rules, they are applied from the top down. In other words, the first rule that applies to a new ticket will be used and no other rules will be applied.

Routing

Outbound message via SMS is attempted to send through mobile carrier may fail if the recipient cannot be reached in 3 days.

The destination handset you are trying to reach is switched off or otherwise unavailable.

The device you are trying to reach does not have sufficient signal

The device cannot receive SMS (for example, the phone number belongs to a landline)

There is an issue with the mobile carrier

Full description on Twilio documentation.

If you are sending an attachment via an MMS, each carrier has a limit on size of data you can send.  Here are these limits 

We use Twilio to send the SMS and it internally will try to compress any image attachments. Twilio has a limit of 5 MB data size, if SMS contains payload larger than 5MB, it will give error code (11751). If payload is of any other type than image (which it won't be able to compress_ and bigger than the carrier limit, Twilio will return error code (30019). 

Ticketing

Routing

SMS Troubleshooting