1. Using the Plugin

1.1 Sending SMS

1. Log in to Zoho Desk portal while the "Burst SMS for Zoho Desk" is being installed.
   
2. Go inside the 'TICKETS' page if any other page is selected. On this page, you will find all the available tickets.

e. All installed widgets can be found through a sliding sub-window.

f. Our desired “Burst SMS Extension” also can be found in the list. The widget body can be expanded or collapsed using the indicated icon. 

g. On the extension page, clients’ mobile number is pre-filled in the “Sent To” text field. The contact number will be pre-filled from the ticket contact field. The contact number can be edited if required before sending a message. 

h. We can fill in some detail using the “Merge Field” selection. In the dropdown, there are some fixed fields. If we select those fields, that information will be embedded in our message description. We don’t need to search for that information and type it manually.

For example, If we select “Ticket Number”, Click on the 'Select' button, the number of the ticket will be added to the description. i. Custom messages can be written in the Description field. j. After writing the message, the message can be sent by clicking on the 'Send' button. The message will be sent to the customer's mobile phone and will be noted as “Outbound SMS” in the Conversation section of the ticket. 

1.2 Creating Template

a. Custom Templates can be created or used for the widget. By clicking on the 'Templates' button, the template page will open.

b. By Default, there will be no template present. The user needs to create a template before using it. After creation, the template will be available in the drop-down menu.

c. Templates can be created by clicking on the “Manage Template” button. After clicking the button, a new page will open. There you will find buttons like - Save, New Template, and Delete Template.

d. Message field will be enabled after clicking the “New Template” button. You can name the template in the “Template Name” field option. Also, some fields can be added from the “Merge Field” dropdown list. In the message section, give a message description. Once you are done writing, you can save the template by clicking the 'Save' button. After saving the template successfully, a successful message stating “Template Added Successfully!” will appear.  

1.3 Deleting Template

A template can be deleted by selecting the template from the “Select Your Template” dropdown and clicking on the “Delete Template” button. A confirmation pop-up message will appear stating “Are you sure you want to delete this template?”. You can click the 'Yes' button to delete the message.

1.4 Editing Template

a. A template message can be edited. After editing text in “Message” field, changes for the template can be saved by clicking “Save” button. 

1.5 Using Template

a. After adding new template or updating an existing one, user can use the template for messaging by selecting the template and click in “Use Template” button. Created templates can be found for all tickets. Also can be used for any ticket.