A Make.com automation scenario that converts incoming Twilio SMS messages into Zendesk support tickets and notifies the support team via Slack. This omnichannel customer service workflow ensures text-based inquiries are tracked in the same helpdesk as email and chat tickets, providing a unified view of all customer interactions.

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sms { # Sms
n1: rectangle label:"Twilio - Create Call" system:"Twilio"
n2: rectangle label:"Zendesk - Create Ticket" system:"Zendesk"
n1.handle(right) -> n2.handle(left)
}

support { # Support
n3: rectangle label:"Slack - Create Message" system:"Slack"
n2.handle(bottom) -> support.n3.handle(top) [label="Ticket created"]
}

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