SMS inbound and outbound configured but state yellow

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu Server 24.04 LTS
  • Browser + version: Chrome 129.0.6668.58

Expected behavior:

  • After configuring SMS (sms/twilio adapter) and a successful test, it should show with a green dot. Tickets of customers with mobile numbers should allow sending SMS messages.
  • When replying to a customer, it should show the SMS symbol, like in the screenshots of the docs :wink:

Actual behavior:

  • SMS channel page shows yellow dots for both SMS accounts and SMS notifications.

Steps to reproduce the behavior:

  • Have tested the settings with our DEV system, same result.

Questions:

  • What is the expected behaviour?
  • What is the meaning of the yellow dot?
  • Which log might contain detailed information?
  • What have I missed?

Thanks for your hints and guidance!

Cheers,
Bernhard

2

The dot shows the state. Yellow means neither a successful or failed communication. Channels are self healing, so the next operation that’s successful will cause green dots.

Additionally, you can reply to SMS articles via the reply button, however, you cannot select the article as SMS manually.

3

@MrGeneration thanks for the clarification!

The only purpose was to be able to send confidential information like passwords (as second channel) or important announcements to the customer using SMS.

Since we do not receive tickets as SMS, we’ll never be able to select SMS when composing a reply.

Is this going to be changed in a future version?

I feel I can cancel my Twilio subscription now.

4

There’s at least one feature request regarding this.
We generally neither provide roadmaps nor ETAs on functions, so I cannot answer your question.