diff --git a/Gemfile b/Gemfile
index 630b9f01f..8ef71c43f 100644
--- a/Gemfile
+++ b/Gemfile
@@ -105,6 +105,9 @@ gem 'icalendar-recurrence'
 # feature - phone number formatting
 gem 'telephone_number'
 
+# feature - SMS
+gem 'twilio-ruby'
+
 # integrations
 gem 'clearbit'
 gem 'net-ldap'
diff --git a/Gemfile.lock b/Gemfile.lock
index b0941b974..a7b24e420 100644
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -447,6 +447,10 @@ GEM
     thread_safe (0.3.6)
     tilt (2.0.8)
     tins (1.15.1)
+    twilio-ruby (5.10.2)
+      faraday (~> 0.9)
+      jwt (>= 1.5, <= 2.5)
+      nokogiri (>= 1.6, < 2.0)
     twitter (6.2.0)
       addressable (~> 2.3)
       buftok (~> 0.2.0)
@@ -578,6 +582,7 @@ DEPENDENCIES
   telephone_number
   test-unit
   therubyracer
+  twilio-ruby
   twitter
   uglifier
   unicorn
diff --git a/app/assets/javascripts/app/controllers/_application_controller_form.coffee b/app/assets/javascripts/app/controllers/_application_controller_form.coffee
index 79f6ed2e8..81651486f 100644
--- a/app/assets/javascripts/app/controllers/_application_controller_form.coffee
+++ b/app/assets/javascripts/app/controllers/_application_controller_form.coffee
@@ -25,7 +25,8 @@ class App.ControllerForm extends App.Controller
       @form = @formGen()
 
     # add alert placeholder
-    @form.prepend('<div class="alert alert--danger js-alert hide" role="alert"></div>')
+    @form.prepend('<div class="alert alert--danger js-danger js-alert hide" role="alert"></div>')
+    @form.prepend('<div class="alert alert--success js-success hide" role="alert"></div>')
 
     # if element is given, prepend form to it
     if @el
diff --git a/app/assets/javascripts/app/controllers/_application_controller_generic.coffee b/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
index 2f9bff2fc..c7c2b49da 100644
--- a/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
+++ b/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
@@ -295,15 +295,15 @@ class App.ControllerGenericDestroyConfirm extends App.ControllerModal
     App.i18n.translateContent('Sure to delete this object?')
 
   onSubmit: =>
-    @item.destroy(
-      done: =>
-        @close()
-        if @callback
-          @callback()
-      fail: =>
-        @log 'errors'
-        @close()
-    )
+    options = @options || {}
+    options.done = =>
+      @close()
+      if @callback
+        @callback()
+    options.fail = =>
+      @log 'errors'
+      @close()
+    @item.destroy(options)
 
 class App.ControllerConfirm extends App.ControllerModal
   buttonClose: true
diff --git a/app/assets/javascripts/app/controllers/_channel/email.coffee b/app/assets/javascripts/app/controllers/_channel/email.coffee
index 6889e4c14..4d7f54740 100644
--- a/app/assets/javascripts/app/controllers/_channel/email.coffee
+++ b/app/assets/javascripts/app/controllers/_channel/email.coffee
@@ -67,7 +67,7 @@ class App.ChannelEmailFilter extends App.Controller
       container: @el.closest('.content')
       callback: @load
     )
-    
+
   edit: (id, e) =>
     e.preventDefault()
     new App.ControllerGenericEdit(
diff --git a/app/assets/javascripts/app/controllers/_channel/sms.coffee b/app/assets/javascripts/app/controllers/_channel/sms.coffee
new file mode 100644
index 000000000..13091c844
--- /dev/null
+++ b/app/assets/javascripts/app/controllers/_channel/sms.coffee
@@ -0,0 +1,442 @@
+class App.ChannelSms extends App.ControllerTabs
+  requiredPermission: 'admin.channel_sms'
+  header: 'SMS'
+  constructor: ->
+    super
+
+    @title 'SMS', true
+    @tabs = [
+      {
+        name:       'Accounts',
+        target:     'c-account',
+        controller: App.ChannelSmsAccountOverview,
+      },
+    ]
+
+    @render()
+
+class App.ChannelSmsAccountOverview extends App.Controller
+  events:
+    'click .js-channelEdit': 'change'
+    'click .js-channelDelete': 'delete'
+    'click .js-channelDisable': 'disable'
+    'click .js-channelEnable': 'enable'
+    'click .js-editNotification': 'editNotification'
+
+  constructor: ->
+    super
+    @interval(@load, 30000)
+    #@load()
+
+  load: =>
+
+    @startLoading()
+
+    @ajax(
+      id:   'sms_index'
+      type: 'GET'
+      url:  "#{@apiPath}/channels_sms"
+      processData: true
+      success: (data, status, xhr) =>
+        @config = data.config
+        @stopLoading()
+        App.Collection.loadAssets(data.assets)
+        @render(data)
+    )
+
+  render: (data = {}) =>
+
+    @channelDriver = data.channel_driver
+
+    # get channels
+    @account_channels = []
+    for channel_id in data.account_channel_ids
+      account_channel = App.Channel.fullLocal(channel_id)
+      if account_channel.group_id
+        account_channel.group = App.Group.find(account_channel.group_id)
+      else
+        account_channel.group = '-'
+      @account_channels.push account_channel
+
+    # get channels
+    @notification_channels = []
+    for channel_id in data.notification_channel_ids
+      @notification_channels.push App.Channel.find(channel_id)
+
+    @html App.view('channel/sms_account_overview')(
+      account_channels:      @account_channels
+      notification_channels: @notification_channels
+      config:                @config
+    )
+
+  change: (e) =>
+    e.preventDefault()
+    id = $(e.target).closest('.action').data('id')
+    if !id
+      channel = new App.Channel(active: true)
+    else
+      channel = App.Channel.find(id)
+    new App.ChannelSmsAccount(
+      container:     @el.closest('.content')
+      channel:       channel
+      callback:      @load
+      channelDriver: @channelDriver
+      config:        @config
+    )
+
+  delete: (e) =>
+    e.preventDefault()
+    id = $(e.target).closest('.action').data('id')
+    channel = App.Channel.find(id)
+    new App.ControllerGenericDestroyConfirm(
+      item: channel
+      options:
+        url: "/api/v1/channels_sms/#{channel.id}"
+      container: @el.closest('.content')
+      callback: =>
+        @load()
+    )
+
+  disable: (e) =>
+    e.preventDefault()
+    id   = $(e.target).closest('.action').data('id')
+    @ajax(
+      id:   'sms_disable'
+      type: 'POST'
+      url:  "#{@apiPath}/channels_sms_disable"
+      data: JSON.stringify(id: id)
+      processData: true
+      success: =>
+        @load()
+    )
+
+  enable: (e) =>
+    e.preventDefault()
+    id   = $(e.target).closest('.action').data('id')
+    @ajax(
+      id:   'sms_enable'
+      type: 'POST'
+      url:  "#{@apiPath}/channels_sms_enable"
+      data: JSON.stringify(id: id)
+      processData: true
+      success: =>
+        @load()
+    )
+
+  editNotification: (e) =>
+    e.preventDefault()
+    id      = $(e.target).closest('.action').data('id')
+    channel = App.Channel.find(id)
+    new App.ChannelSmsNotification(
+      container:     @el.closest('.content')
+      channel:       channel
+      callback:      @load
+      channelDriver: @channelDriver
+      config:        @config
+    )
+
+class App.ChannelSmsAccount extends App.ControllerModal
+  head: 'SMS Account'
+  buttonCancel: true
+  centerButtons: [
+    {
+      text: 'Test'
+      className: 'js-test'
+    }
+  ]
+  elements:
+    'form': 'form'
+    'select[name="options::adapter"]': 'adapterSelect'
+  events:
+    'click .js-test': 'onTest'
+
+  content: ->
+    el = $('<div><div class="js-channelAdapterSelector"></div><div class="js-channelWebhook"></div><div class="js-channelAdapterOptions"></div></div>')
+
+    # form
+    options = {}
+    currentConfig = {}
+    for config in @config
+      if config.account
+        options[config.adapter] = config.name
+
+    form = new App.ControllerForm(
+      el: el.find('.js-channelAdapterSelector')
+      model:
+        configure_attributes: [
+          { name: 'options::adapter', display: 'Provider', tag: 'select', null: false, options: options, nulloption: true }
+        ]
+        className: ''
+      params: @channel
+    )
+    @renderAdapterOptions(@channel.options?.adapter, el)
+    el.find('[name="options::adapter"]').bind('change', (e) =>
+      @renderAdapterOptions(e.target.value, el)
+    )
+    el
+
+  renderAdapterOptions: (adapter, el) ->
+    el.find('.js-channelWebhook').html('')
+    el.find('.js-channelAdapterOptions').html('')
+
+    currentConfig = {}
+    for configuration in @config
+      if configuration.adapter is adapter
+        if configuration.account
+          currentConfig = configuration.account
+    return if _.isEmpty(currentConfig)
+
+    if _.isEmpty(@channel.options) || _.isEmpty(@channel.options.webhook_token)
+      @channel.options ||= {}
+      @channel.options.webhook_token = '?'
+      for localCurrentConfig in currentConfig
+        if localCurrentConfig.name is 'options::webhook_token'
+          @channel.options.webhook_token = localCurrentConfig.default
+
+    webhook = "#{@Config.get('http_type')}://#{@Config.get('fqdn')}/api/v1/sms_webhook/#{@channel.options?.webhook_token}"
+    new App.ControllerForm(
+      el: el.find('.js-channelWebhook')
+      model:
+        configure_attributes: [
+          { name: 'options::webhook', display: 'Webhook', tag: 'input', type: 'text', limit: 200, null: false, default: webhook, disabled: true },
+        ]
+        className: ''
+      params: @channel
+    )
+
+    new App.ControllerForm(
+      el: el.find('.js-channelAdapterOptions')
+      model:
+        configure_attributes: currentConfig
+        className: ''
+      params: @channel
+    )
+
+  onDelete: =>
+    if @channel.isNew() is true
+      @close()
+      @callback()
+      return
+
+    new App.ControllerGenericDestroyConfirm(
+      item: @channel
+      options:
+        url: "/api/v1/channels_sms/#{@channel.id}"
+      container: @el.closest('.content')
+      callback: =>
+        @close()
+        @callback()
+    )
+
+  onSubmit: (e) ->
+    e.preventDefault()
+
+    if @adapterSelect.val() is ''
+      @onDelete()
+      return
+
+    @formDisable(e)
+
+    @channel.options ||= {}
+    for key, value of @formParam(@el)
+      if key is 'options'
+        for optionsKey, optionsValue of value
+          @channel.options ||= {}
+          @channel.options[optionsKey] = optionsValue
+      else
+        @channel[key] = value
+    @channel.area = 'Sms::Account'
+
+    url = '/api/v1/channels_sms'
+    if !@channel.isNew()
+      url = "/api/v1/channels_sms/#{@channel.id}"
+
+    ui = @
+    @channel.save(
+      url: url
+      done: ->
+        ui.formEnable(e)
+        ui.channel = App.Channel.find(@id)
+        ui.close()
+        ui.callback()
+      fail: (settings, details) ->
+        ui.log 'errors', details
+        ui.formEnable(e)
+        ui.showAlert(details.error_human || details.error || 'Unable to update object!')
+    )
+
+  onTest: (e) ->
+    e.preventDefault()
+    new TestModal(
+      channel:   @formParam(@el)
+      container: @el.closest('.content')
+    )
+
+class App.ChannelSmsNotification extends App.ControllerModal
+  head: 'SMS Notification'
+  buttonCancel: true
+  centerButtons: [
+    {
+      text: 'Test'
+      className: 'js-test'
+    }
+  ]
+  elements:
+    'form': 'form'
+    'select[name="options::adapter"]': 'adapterSelect'
+  events:
+    'click .js-test': 'onTest'
+
+  content: ->
+    el = $('<div><div class="js-channelAdapterSelector"></div><div class="js-channelAdapterOptions"></div></div>')
+    if !@channel
+      @channel = new App.Channel(active: true)
+
+    # form
+    options = {}
+    currentConfig = {}
+    for config in @config
+      if config.notification
+        options[config.adapter] = config.name
+
+    form = new App.ControllerForm(
+      el: el.find('.js-channelAdapterSelector')
+      model:
+        configure_attributes: [
+          { name: 'options::adapter', display: 'Provider', tag: 'select', null: false, options: options, nulloption: true }
+        ]
+        className: ''
+      params: @channel
+    )
+    @renderAdapterOptions(@channel.options?.adapter, el)
+    el.find('[name="options::adapter"]').bind('change', (e) =>
+      @renderAdapterOptions(e.target.value, el)
+    )
+    el
+
+  renderAdapterOptions: (adapter, el) ->
+    el.find('.js-channelAdapterOptions').html('')
+
+    currentConfig = {}
+    for configuration in @config
+      if configuration.adapter is adapter
+        if configuration.notification
+          currentConfig = configuration.notification
+    return if _.isEmpty(currentConfig)
+
+    new App.ControllerForm(
+      el: el.find('.js-channelAdapterOptions')
+      model:
+        configure_attributes: currentConfig
+        className: ''
+      params: @channel
+    )
+
+  onDelete: =>
+    if @channel.isNew() is true
+      @close()
+      @callback()
+      return
+
+    new App.ControllerGenericDestroyConfirm(
+      item: @channel
+      options:
+        url: "/api/v1/channels_sms/#{@channel.id}"
+      container: @el.closest('.content')
+      callback: =>
+        @close()
+        @callback()
+    )
+
+  onSubmit: (e) ->
+    e.preventDefault()
+
+    if @adapterSelect.val() is ''
+      @onDelete()
+      return
+
+    @formDisable(e)
+
+    @channel.options ||= {}
+    for key, value of @formParam(@el)
+      @channel[key] = value
+    @channel.area = 'Sms::Notification'
+
+    url = '/api/v1/channels_sms'
+    if !@channel.isNew()
+      url = "/api/v1/channels_sms/#{@channel.id}"
+    ui = @
+    @channel.save(
+      url: url
+      done: ->
+        ui.formEnable(e)
+        ui.channel = App.Channel.find(@id)
+        ui.close()
+        ui.callback()
+      fail: (settings, details) ->
+        ui.log 'errors', details
+        ui.formEnable(e)
+        ui.showAlert(details.error_human || details.error || 'Unable to update object!')
+    )
+
+  onTest: (e) ->
+    e.preventDefault()
+    new TestModal(
+      channel:   @formParam(@el)
+      container: @el.closest('.content')
+    )
+
+class TestModal extends App.ControllerModal
+  head: 'Test SMS provider'
+  buttonCancel: true
+
+  content: ->
+    form = new App.ControllerForm(
+      model:
+        configure_attributes: [
+          { name: 'recipient', display: 'Recipient', tag: 'input', null: false }
+          { name: 'message', display: 'Message', tag: 'input', null: false, default: 'Test message from Zammad' }
+        ]
+        className: ''
+    )
+    form.form
+
+  T: (name) ->
+    App.i18n.translateInline(name)
+
+  submit: (e) ->
+    super(e)
+
+    @el.find('.js-danger').addClass('hide')
+    @el.find('.js-success').addClass('hide')
+    @formDisable(@el)
+
+    testData = _.extend(
+      @formParam(e.currentTarget),
+      options: @channel.options
+    )
+
+    @ajax(
+      type: 'POST'
+      url:  "#{@apiPath}/channels_sms/test"
+      data: JSON.stringify(testData)
+      processData: true
+      success: (data) =>
+        @formEnable(@el)
+        if error_text = (data.error || data.error_human)
+          @el.find('.js-danger')
+            .text(@T(error_text))
+            .removeClass('hide')
+        else
+          @el.find('.js-success')
+            .text(@T('SMS successfully sent'))
+            .removeClass('hide')
+      error: (xhr) =>
+        data = JSON.parse(xhr.responseText)
+        @formEnable(@el)
+        @el.find('.js-danger')
+          .text(@T(data.error || 'Unable to perform test'))
+          .removeClass('hide')
+    )
+
+App.Config.set('SMS', { prio: 3100, name: 'SMS', parent: '#channels', target: '#channels/sms', controller: App.ChannelSms, permission: ['admin.channel_sms'] }, 'NavBarAdmin')
diff --git a/app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee b/app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee
index f9ac78d3e..b1ff84895 100644
--- a/app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee
+++ b/app/assets/javascripts/app/controllers/_ui_element/ticket_perform_action.coffee
@@ -18,6 +18,7 @@ class App.UiElement.ticket_perform_action
     for groupKey, groupMeta of groups
       if !groupMeta.model || !App[groupMeta.model]
         elements["#{groupKey}.email"] = { name: 'email', display: 'Email' }
+        elements["#{groupKey}.sms"] = { name: 'sms', display: 'SMS' }
       else
 
         for row in App[groupMeta.model].configure_attributes
@@ -161,9 +162,11 @@ class App.UiElement.ticket_perform_action
     if groupAndAttribute
       elementRow.find('.js-attributeSelector select').val(groupAndAttribute)
 
-    if groupAndAttribute is 'notification.email'
+    notificationTypeMatch = groupAndAttribute.match(/^notification.([\w]+)$/)
+
+    if _.isArray(notificationTypeMatch) && notificationType = notificationTypeMatch[1]
       elementRow.find('.js-setAttribute').html('')
-      @buildRecipientList(elementFull, elementRow, groupAndAttribute, elements, meta, attribute)
+      @buildRecipientList(notificationType, elementFull, elementRow, groupAndAttribute, elements, meta, attribute)
     else
       elementRow.find('.js-setNotification').html('')
       if !elementRow.find('.js-setAttribute div').get(0)
@@ -304,9 +307,11 @@ class App.UiElement.ticket_perform_action
 
     elementRow.find('.js-value').removeClass('hide').html(item)
 
-  @buildRecipientList: (elementFull, elementRow, groupAndAttribute, elements, meta, attribute) ->
+  @buildRecipientList: (notificationType, elementFull, elementRow, groupAndAttribute, elements, meta, attribute) ->
 
-    return if elementRow.find('.js-setNotification .js-body').get(0)
+    return if elementRow.find(".js-setNotification .js-body-#{notificationType}").get(0)
+
+    elementRow.find('.js-setNotification').empty()
 
     options =
       'article_last_sender': 'Article Last Sender'
@@ -314,7 +319,11 @@ class App.UiElement.ticket_perform_action
       'ticket_customer': 'Customer'
       'ticket_agents': 'All Agents'
 
-    name = "#{attribute.name}::notification.email"
+    name = "#{attribute.name}::notification.#{notificationType}"
+
+    messageLength = switch notificationType
+      when 'sms' then 160
+      else 200000
 
     # meta.recipient was a string in the past (single-select) so we convert it to array if needed
     if !_.isArray(meta.recipient)
@@ -338,13 +347,14 @@ class App.UiElement.ticket_perform_action
     notificationElement = $( App.view('generic/ticket_perform_action/notification_email')(
       attribute: attribute
       name: name
+      notificationType: notificationType
       meta: meta || {}
     ))
     notificationElement.find('.js-recipient select').replaceWith(selection)
     notificationElement.find('.js-body div[contenteditable="true"]').ce(
       mode: 'richtext'
       placeholder: 'message'
-      maxlength: 200000
+      maxlength: messageLength
     )
     new App.WidgetPlaceholder(
       el: notificationElement.find('.js-body div[contenteditable="true"]').parent()
diff --git a/app/assets/javascripts/app/controllers/agent_ticket_create.coffee b/app/assets/javascripts/app/controllers/agent_ticket_create.coffee
index d16d113d1..f6257e467 100644
--- a/app/assets/javascripts/app/controllers/agent_ticket_create.coffee
+++ b/app/assets/javascripts/app/controllers/agent_ticket_create.coffee
@@ -380,7 +380,7 @@ class App.TicketCreate extends App.Controller
     @tokanice()
 
   tokanice: ->
-    App.Utils.tokaniceEmails('.content.active input[name=cc]')
+    App.Utils.tokanice('.content.active input[name=cc]', 'email')
 
   localUserInfo: (e) =>
     return if !@sidebarWidget
diff --git a/app/assets/javascripts/app/controllers/ticket_zoom/article_action/sms_reply.coffee b/app/assets/javascripts/app/controllers/ticket_zoom/article_action/sms_reply.coffee
new file mode 100644
index 000000000..016bc8af5
--- /dev/null
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/article_action/sms_reply.coffee
@@ -0,0 +1,79 @@
+class SmsReply
+  @action: (actions, ticket, article, ui) ->
+    return actions if ui.permissionCheck('ticket.customer')
+
+    if article.sender.name is 'Customer' && article.type.name is 'sms'
+      actions.push {
+        name: 'reply'
+        type: 'smsMessageReply'
+        icon: 'reply'
+        href: '#'
+      }
+
+    actions
+
+  @perform: (articleContainer, type, ticket, article, ui) ->
+    return true if type isnt 'smsMessageReply'
+
+    ui.scrollToCompose()
+
+    # get reference article
+    type = App.TicketArticleType.find(article.type_id)
+
+    articleNew = {
+      to:          article.from
+      cc:          ''
+      body:        ''
+      in_reply_to: ''
+    }
+
+    if article.message_id
+      articleNew.in_reply_to = article.message_id
+
+    # get current body
+    articleNew.body = ui.el.closest('.ticketZoom').find('.article-add [data-name="body"]').html().trim() || ''
+
+    App.Event.trigger('ui::ticket::setArticleType', {
+      ticket: ticket
+      type: type
+      article: articleNew
+      position: 'end'
+    })
+
+    true
+
+  @articleTypes: (articleTypes, ticket, ui) ->
+    return articleTypes if !ui.permissionCheck('ticket.agent')
+
+    return articleTypes if !ticket || !ticket.create_article_type_id
+
+    articleTypeCreate = App.TicketArticleType.find(ticket.create_article_type_id).name
+
+    return articleTypes if articleTypeCreate isnt 'sms'
+    articleTypes.push {
+      name:              'sms'
+      icon:              'sms'
+      attributes:        ['to']
+      internal:          false,
+      features:          ['body:limit']
+      maxTextLength:     160
+      warningTextLength: 30
+    }
+    articleTypes
+
+  @setArticleTypePost: (type, ticket, ui) ->
+    return if type isnt 'telegram personal-message'
+    rawHTML = ui.$('[data-name=body]').html()
+    cleanHTML = App.Utils.htmlRemoveRichtext(rawHTML)
+    if cleanHTML && cleanHTML.html() != rawHTML
+      ui.$('[data-name=body]').html(cleanHTML)
+
+  @params: (type, params, ui) ->
+    if type is 'sms'
+      App.Utils.htmlRemoveRichtext(ui.$('[data-name=body]'), false)
+      params.content_type = 'text/plain'
+      params.body = App.Utils.html2text(params.body, true)
+
+    params
+
+App.Config.set('300-SmsReply', SmsReply, 'TicketZoomArticleAction')
diff --git a/app/assets/javascripts/app/controllers/ticket_zoom/article_new.coffee b/app/assets/javascripts/app/controllers/ticket_zoom/article_new.coffee
index d24dc366d..50805f372 100644
--- a/app/assets/javascripts/app/controllers/ticket_zoom/article_new.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/article_new.coffee
@@ -98,7 +98,7 @@ class App.TicketZoomArticleNew extends App.Controller
     # set expand of text area only once
     @bind('ui::ticket::shown', (data) =>
       return if data.ticket_id.toString() isnt @ticket.id.toString()
-      @tokanice()
+      @tokanice(@type)
     )
 
     # rerender, e. g. on language change
@@ -106,8 +106,8 @@ class App.TicketZoomArticleNew extends App.Controller
       @render()
     )
 
-  tokanice: ->
-    App.Utils.tokaniceEmails('.content.active .js-to, .js-cc, js-bcc')
+  tokanice: (type = 'email') ->
+    App.Utils.tokanice('.content.active .js-to, .js-cc, js-bcc', type)
 
   setPossibleArticleTypes: =>
     @articleTypes = []
@@ -163,7 +163,7 @@ class App.TicketZoomArticleNew extends App.Controller
       position:  'right'
     )
 
-    @tokanice()
+    @tokanice(@type)
 
     @$('[data-name="body"]').ce({
       mode:      'richtext'
@@ -346,7 +346,7 @@ class App.TicketZoomArticleNew extends App.Controller
     @setArticleTypePost(articleTypeToSet)
 
     $(window).off('click.ticket-zoom-select-type')
-    @tokanice()
+    @tokanice(articleTypeToSet)
 
   hideSelectableArticleType: =>
     @el.find('.js-articleTypes').addClass('is-hidden')
diff --git a/app/assets/javascripts/app/index.coffee b/app/assets/javascripts/app/index.coffee
index 64e60859c..5395640dd 100644
--- a/app/assets/javascripts/app/index.coffee
+++ b/app/assets/javascripts/app/index.coffee
@@ -44,6 +44,7 @@ class App extends Spine.Controller
       App.Utils.decimal(data, positions)
 
     # define mask helper
+    # mask an value like 'a***********yz'
     M: (item, start = 1, end = 2) ->
       return '' if !item
       string = ''
diff --git a/app/assets/javascripts/app/lib/app_post/utils.coffee b/app/assets/javascripts/app/lib/app_post/utils.coffee
index 62353dd1c..e7392119b 100644
--- a/app/assets/javascripts/app/lib/app_post/utils.coffee
+++ b/app/assets/javascripts/app/lib/app_post/utils.coffee
@@ -1121,7 +1121,7 @@ class App.Utils
     articleNew
 
   # apply email token field with autocompletion
-  @tokaniceEmails: (selector) ->
+  @tokanice: (selector, type) ->
     source = "#{App.Config.get('api_path')}/users/search"
     a = ->
       $(selector).tokenfield(
@@ -1131,7 +1131,7 @@ class App.Utils
           minLength: 2
         },
       ).on('tokenfield:createtoken', (e) ->
-        if !e.attrs.value.match(/@/) || e.attrs.value.match(/\s/)
+        if type is 'email' && !e.attrs.value.match(/@/) || e.attrs.value.match(/\s/)
           e.preventDefault()
           return false
         e.attrs.label = e.attrs.value
diff --git a/app/assets/javascripts/app/models/channel.coffee b/app/assets/javascripts/app/models/channel.coffee
index 301f00451..3a53e5118 100644
--- a/app/assets/javascripts/app/models/channel.coffee
+++ b/app/assets/javascripts/app/models/channel.coffee
@@ -1,5 +1,5 @@
 class App.Channel extends App.Model
-  @configure 'Channel', 'adapter', 'area', 'options', 'group_id', 'active', 'updated_at'
+  @configure 'Channel', 'adapter', 'area', 'options', 'group_id', 'active'
   @extend Spine.Model.Ajax
   @url: @apiPath + '/channels'
 
diff --git a/app/assets/javascripts/app/views/channel/_header.jst.eco b/app/assets/javascripts/app/views/channel/_header.jst.eco
new file mode 100644
index 000000000..64cb11e75
--- /dev/null
+++ b/app/assets/javascripts/app/views/channel/_header.jst.eco
@@ -0,0 +1,11 @@
+<div class="page-header">
+  <div class="page-header-title">
+    <% if @params.hasSwitch: %>
+      <div class="zammad-switch zammad-switch--small js-channelActive">
+         <input name="sms_channel_active" type="checkbox" id="sms_channel_active">
+         <label for="sms_channel_active"></label>
+      </div>
+    <% end %>
+    <h1><%- @T(@params.header) %> <small></small></h1>
+  </div>
+</div>
diff --git a/app/assets/javascripts/app/views/channel/sms_account_overview.jst.eco b/app/assets/javascripts/app/views/channel/sms_account_overview.jst.eco
new file mode 100644
index 000000000..b0b4630a1
--- /dev/null
+++ b/app/assets/javascripts/app/views/channel/sms_account_overview.jst.eco
@@ -0,0 +1,130 @@
+<h2><%- @T('SMS Accounts') %></h2>
+
+<% if _.isEmpty(@account_channels): %>
+  <p><%- @T('You have no configured account right now.') %></p>
+<% else: %>
+  <% for channel in @account_channels: %>
+  <div class="action <% if channel.active isnt true: %>is-inactive<% end %>" data-id="<%- channel.id %>">
+    <div class="action-flow" style="width: 100%;">
+      <div class="action-block action-block--flex">
+        <div class="horizontal">
+          <h3><%- @Icon('status', channel.status_in + " inline") %> <%- @T('Inbound') %></h3>
+        </div>
+        <% if !_.isEmpty(channel.last_log_in): %>
+        <div class="alert alert--danger">
+          <%= channel.last_log_in %>
+        </div>
+        <% end %>
+      </div>
+
+      <div class="action-block action-block--flex">
+        <div class="horizontal">
+          <h3><%- @Icon('status', channel.status_out + " inline") %> <%- @T('Outbound') %></h3>
+        </div>
+        <% if !_.isEmpty(channel.last_log_out): %>
+        <div class="alert alert--danger">
+          <%= channel.last_log_out %>
+        </div>
+        <% end %>
+
+      </div>
+    </div>
+
+    <div class="action-flow" style="width: 100%;">
+      <div class="action-block action-block--flex">
+        <table class="key-value">
+          <tr>
+            <td><%- @T('Adapter') %>
+            <td><%= channel.options.adapter %>
+          <tr>
+            <td><%- @T('Webhook') %>
+            <td><%= @C('http_type') %>://<%= @C('fqdn') %>/api/v1/sms_webhook/<%= channel.options?.webhook_token || '?' %>
+          <tr>
+            <td><%- @T('Account') %>
+            <td><%= channel.options.account_id %>
+          <tr>
+            <td><%- @T('Token') %>
+            <td><%= @M(channel.options.token, 1, 2) %>
+          <tr>
+            <td><%- @T('Sender') %>
+            <td><%= channel.options.sender %>
+          <tr>
+            <td><%- @T('Group') %>
+            <td>
+              <div href="#" class="js-channelEdit <% if channel.group.active is false: %>alert alert--danger<% end %>">
+                <% groupName = '' %>
+                <% if channel.group.displayName: %>
+                  <% groupName = channel.group.displayName() %>
+                <% else: %>
+                  <% groupName = channel.group %>
+                <% end %>
+                <% if channel.group.active is false: %>
+                  <%- @T('%s is inactive, please select a active one.', groupName) %>
+                <% else: %>
+                  <%= groupName %>
+                <% end %>
+              </div>
+        </table>
+      </div>
+    </div>
+
+    <div class="action-controls">
+      <div class="btn btn--secondary js-channelEdit"><%- @T('Edit') %></div>
+      <% if channel.active is true: %>
+        <div class="btn btn--secondary js-channelDisable"><%- @T('Disable') %></div>
+      <% else: %>
+        <div class="btn btn--secondary js-channelEnable"><%- @T('Enable') %></div>
+      <% end %>
+      <div class="btn btn--danger btn--secondary js-channelDelete"><%- @T('Delete') %></div>
+    </div>
+  </div>
+  <% end %>
+<% end %>
+
+<a class="btn btn--success js-channelEdit"><%- @T('New') %></a>
+
+<h2><%- @T('SMS Notification') %></h2>
+<% if _.isEmpty(@notification_channels): %>
+  <p><%- @T('You have no configured account right now.') %></p>
+  <a class="btn btn--success js-editNotification"><%- @T('New') %></a>
+<% else: %>
+  <% for channel in @notification_channels: %>
+    <div class="action <% if channel.active isnt true: %>is-inactive<% end %>" data-id="<%- channel.id %>">
+      <div class="action-flow action-flow--row">
+        <div class="action-block action-block--flex">
+          <div class="horizontal">
+            <h3><%- @Icon('status', channel.status_out + " inline") %> <%- @T('Outbound') %></h3>
+          </div>
+          <% if channel.status_in is 'error': %>
+            <div class="alert alert--danger"><%= channel.last_log_in %></div>
+          <% end %>
+          <% if channel.status_out is 'error': %>
+            <div class="alert alert--danger"><%= channel.last_log_out %></div>
+          <% end %>
+          <table class="key-value">
+          <% if channel.options: %>
+            <tr>
+              <td><%- @T('Adapter') %>
+              <td><%= channel.options.adapter %>
+            <tr>
+              <td><%- @T('Token') %>
+              <td><%= @M(channel.options.token, 1, 2) %>
+          <% end %>
+            <tr>
+              <td><%- @T('Sender') %>
+              <td><%= channel.options.sender %>
+          </table>
+        </div>
+      </div>
+      <div class="action-controls">
+        <div class="btn btn--secondary js-editNotification"><%- @T('Edit') %></div>
+        <% if channel.active is true: %>
+          <div class="btn btn--secondary js-channelDisable"><%- @T('Disable') %></div>
+        <% else: %>
+          <div class="btn btn--secondary js-channelEnable"><%- @T('Enable') %></div>
+        <% end %>
+        <div class="btn btn--danger btn--secondary js-channelDelete"><%- @T('Delete') %></div>
+      </div>
+    </div>
+  <% end %>
+<% end %>
diff --git a/app/assets/javascripts/app/views/generic/ticket_perform_action/notification_email.jst.eco b/app/assets/javascripts/app/views/generic/ticket_perform_action/notification_email.jst.eco
index 72ad0c5c7..d81224181 100644
--- a/app/assets/javascripts/app/views/generic/ticket_perform_action/notification_email.jst.eco
+++ b/app/assets/javascripts/app/views/generic/ticket_perform_action/notification_email.jst.eco
@@ -3,6 +3,8 @@
     <select></select>
     <%- @Icon('arrow-down', 'dropdown-arrow') %>
   </div>
-  <div class="controls js-subject"><input type="text" name="<%= @name %>::subject" value="<%= @meta.subject %>" style="width: 100%;" placeholder="<%- @T('Subject') %>"></div>
-  <div class="controls js-body"><div class="richtext form-control"><div contenteditable="true" data-name="<%= @name %>::body"><%- @meta.body %></div></div></div>
+  <% if @notificationType is 'email': %>
+    <div class="controls js-subject"><input type="text" name="<%= @name %>::subject" value="<%= @meta.subject %>" style="width: 100%;" placeholder="<%- @T('Subject') %>"></div>
+  <% end %>
+  <div class="controls js-body js-body-<%- @notificationType %>"><div class="richtext form-control"><div contenteditable="true" data-name="<%= @name %>::body"><%- @meta.body %></div></div></div>
 </div>
diff --git a/app/assets/stylesheets/svg-dimensions.css b/app/assets/stylesheets/svg-dimensions.css
index 3e9c6bfd8..0273b7a2d 100644
--- a/app/assets/stylesheets/svg-dimensions.css
+++ b/app/assets/stylesheets/svg-dimensions.css
@@ -55,7 +55,9 @@
 .icon-lock { width: 16px; height: 17px; }
 .icon-logo { width: 42px; height: 36px; }
 .icon-logotype { width: 91px; height: 15px; }
+.icon-long-arrow-down { width: 11px; height: 11px; }
 .icon-long-arrow-right { width: 11px; height: 11px; }
+.icon-low-priority { width: 16px; height: 16px; }
 .icon-magnifier { width: 15px; height: 15px; }
 .icon-marker { width: 17px; height: 19px; }
 .icon-message { width: 24px; height: 24px; }
@@ -94,6 +96,7 @@
 .icon-searchdetail { width: 18px; height: 14px; }
 .icon-signout { width: 15px; height: 19px; }
 .icon-small-dot { width: 16px; height: 16px; }
+.icon-sms { width: 17px; height: 17px; }
 .icon-split { width: 16px; height: 17px; }
 .icon-status-modified-outer-circle { width: 16px; height: 16px; }
 .icon-status { width: 16px; height: 16px; }
diff --git a/app/assets/stylesheets/zammad.scss b/app/assets/stylesheets/zammad.scss
index 2bb00cbe2..8972b4666 100644
--- a/app/assets/stylesheets/zammad.scss
+++ b/app/assets/stylesheets/zammad.scss
@@ -2240,6 +2240,10 @@ kbd {
   .help-block {
     color: hsl(198,19%,72%);
   }
+  .content-controls-align-right {
+    display: flex;
+    justify-content: flex-end;
+  }
 }
 
 .page-description p {
@@ -7790,6 +7794,10 @@ output {
     border-color: hsl(210,10%,85%);
   }
 
+  &[disabled] + label:after {
+    background: hsl(210,17%,97%);
+  }
+
   &:focus + label {
     transition: none;
     background: hsl(200,71%,59%);
diff --git a/app/controllers/application_channel_controller.rb b/app/controllers/application_channel_controller.rb
new file mode 100644
index 000000000..927528f9b
--- /dev/null
+++ b/app/controllers/application_channel_controller.rb
@@ -0,0 +1,47 @@
+class ApplicationChannelController < ApplicationController
+  # Extending controllers has to define following constants:
+  # PERMISSION = "admin.channel_xyz"
+  # AREA = "XYZ::Account"
+
+  def index
+    render json: channels_data
+  end
+
+  def show
+    model_show_render(Channel, params)
+  end
+
+  def create
+    model_create_render(Channel, channel_params)
+  end
+
+  def update
+    model_update_render(Channel, channel_params)
+  end
+
+  def enable
+    channel.update!(active: true)
+    render json: channel
+  end
+
+  def disable
+    channel.update!(active: false)
+    render json: channel
+  end
+
+  def destroy
+    channel.destroy!
+    render json: {}
+  end
+
+  private
+
+  def channel
+    @channel ||= Channel.lookup(id: params[:id])
+  end
+
+  def channel_params
+    params = params.permit!.to_s
+  end
+
+end
diff --git a/app/controllers/channels_sms_controller.rb b/app/controllers/channels_sms_controller.rb
new file mode 100644
index 000000000..15fc3e747
--- /dev/null
+++ b/app/controllers/channels_sms_controller.rb
@@ -0,0 +1,86 @@
+class ChannelsSmsController < ApplicationChannelController
+  PERMISSION = 'admin.channel_sms'.freeze
+  AREA = ['Sms::Notification'.freeze, 'Sms::Account'.freeze].freeze
+
+  prepend_before_action -> { authentication_check(permission: self.class::PERMISSION) }, except: [:webhook]
+  skip_before_action :verify_csrf_token, only: [:webhook]
+
+  def index
+    assets = {}
+    render json: {
+      account_channel_ids: channels_data('Sms::Account', assets),
+      notification_channel_ids: channels_data('Sms::Notification', assets),
+      config: channels_config,
+      assets: assets
+    }
+  end
+
+  def test
+    raise 'Missing parameter options.adapter' if params[:options][:adapter].blank?
+
+    driver = Channel.driver_class(params[:options][:adapter])
+    resp   = driver.new.send(params[:options], test_options)
+
+    render json: { success: resp }
+  rescue => e
+    render json: { error: e.inspect, error_human: e.message }
+  end
+
+  def webhook
+    raise Exceptions::UnprocessableEntity, 'token param missing' if params['token'].blank?
+
+    channel = nil
+    Channel.where(active: true, area: 'Sms::Account').each do |local_channel|
+      next if local_channel.options[:webhook_token] != params['token']
+
+      channel = local_channel
+    end
+    if !channel
+      render(
+        json: { message: 'channel not found' },
+        status: :not_found
+      )
+      return
+    end
+
+    conten_type, content = channel.process(params.permit!.to_h)
+    send_data content, type: conten_type
+  end
+
+  private
+
+  def test_options
+    params.permit(:recipient, :message)
+  end
+
+  def channel_params
+    raise 'Missing area params' if params[:area].blank?
+    if !self.class::AREA.include?(params[:area])
+      raise "Invalid area '#{params[:area]}'!"
+    end
+    raise 'Missing options params' if params[:options].blank?
+    raise 'Missing options.adapter params' if params[:options][:adapter].blank?
+
+    params
+  end
+
+  def channels_config
+    list = []
+    Dir.glob(Rails.root.join('app', 'models', 'channel', 'driver', 'sms', '*.rb')).each do |path|
+      filename = File.basename(path)
+      require_dependency "channel/driver/sms/#{filename.sub('.rb', '')}"
+      list.push Channel.driver_class("sms/#{filename}").definition
+    end
+    list
+  end
+
+  def channels_data(area, assets)
+    channel_ids = []
+    Channel.where(area: area).each do |channel|
+      assets = channel.assets(assets)
+      channel_ids.push(channel.id)
+    end
+    channel_ids
+  end
+
+end
diff --git a/app/controllers/monitoring_controller.rb b/app/controllers/monitoring_controller.rb
index ac7787a7e..55aa22b0f 100644
--- a/app/controllers/monitoring_controller.rb
+++ b/app/controllers/monitoring_controller.rb
@@ -216,6 +216,7 @@ curl http://localhost/api/v1/monitoring/status?token=XXX
       overviews: Overview,
       tickets: Ticket,
       ticket_articles: Ticket::Article,
+      text_modules: TextModule,
     }
     map.each do |key, class_name|
       status[:counts][key] = class_name.count
diff --git a/app/models/channel.rb b/app/models/channel.rb
index 401e61502..ef0c43e9a 100644
--- a/app/models/channel.rb
+++ b/app/models/channel.rb
@@ -49,13 +49,7 @@ fetch one account
     end
 
     begin
-      # we need to require each channel backend individually otherwise we get a
-      # 'warning: toplevel constant Twitter referenced by Channel::Driver::Twitter' error e.g.
-      # so we have to convert the channel name to the filename via Rails String.underscore
-      # http://stem.ps/rails/2015/01/25/ruby-gotcha-toplevel-constant-referenced-by.html
-      require "channel/driver/#{adapter.to_filename}"
-
-      driver_class    = Object.const_get("Channel::Driver::#{adapter.to_classname}")
+      driver_class    = self.class.driver_class(adapter)
       driver_instance = driver_class.new
       return if !force && !driver_instance.fetchable?(self)
 
@@ -93,13 +87,7 @@ stream instance of account
     adapter = options[:adapter]
 
     begin
-      # we need to require each channel backend individually otherwise we get a
-      # 'warning: toplevel constant Twitter referenced by Channel::Driver::Twitter' error e.g.
-      # so we have to convert the channel name to the filename via Rails String.underscore
-      # http://stem.ps/rails/2015/01/25/ruby-gotcha-toplevel-constant-referenced-by.html
-      require "channel/driver/#{adapter.to_filename}"
-
-      driver_class    = Object.const_get("Channel::Driver::#{adapter.to_classname}")
+      driver_class    = self.class.driver_class(adapter)
       driver_instance = driver_class.new
 
       # check is stream exists
@@ -145,7 +133,7 @@ stream all accounts
         adapter = channel.options[:adapter]
         next if adapter.blank?
 
-        driver_class = Object.const_get("Channel::Driver::#{adapter.to_classname}")
+        driver_class = self.driver_class(adapter)
         next if !driver_class.respond_to?(:streamable?)
         next if !driver_class.streamable?
 
@@ -250,31 +238,22 @@ stream all accounts
 send via account
 
   channel = Channel.where(area: 'Email::Account').first
-  channel.deliver(mail_params, notification)
+  channel.deliver(params, notification)
 
 =end
 
-  def deliver(mail_params, notification = false)
-
+  def deliver(params, notification = false)
     adapter         = options[:adapter]
     adapter_options = options
     if options[:outbound] && options[:outbound][:adapter]
       adapter         = options[:outbound][:adapter]
       adapter_options = options[:outbound][:options]
     end
-
     result = nil
-
     begin
-      # we need to require each channel backend individually otherwise we get a
-      # 'warning: toplevel constant Twitter referenced by Channel::Driver::Twitter' error e.g.
-      # so we have to convert the channel name to the filename via Rails String.underscore
-      # http://stem.ps/rails/2015/01/25/ruby-gotcha-toplevel-constant-referenced-by.html
-      require "channel/driver/#{adapter.to_filename}"
-
-      driver_class    = Object.const_get("Channel::Driver::#{adapter.to_classname}")
+      driver_class    = self.class.driver_class(adapter)
       driver_instance = driver_class.new
-      result = driver_instance.send(adapter_options, mail_params, notification)
+      result = driver_instance.send(adapter_options, params, notification)
       self.status_out   = 'ok'
       self.last_log_out = ''
       save!
@@ -290,6 +269,72 @@ send via account
     result
   end
 
+=begin
+
+process via account
+
+  channel = Channel.where(area: 'Email::Account').first
+  channel.process(params)
+
+=end
+
+  def process(params)
+    adapter         = options[:adapter]
+    adapter_options = options
+    if options[:inbound] && options[:inbound][:adapter]
+      adapter         = options[:inbound][:adapter]
+      adapter_options = options[:inbound][:options]
+    end
+    result = nil
+    begin
+      driver_class    = self.class.driver_class(adapter)
+      driver_instance = driver_class.new
+      result = driver_instance.process(adapter_options, params, self)
+      self.status_in   = 'ok'
+      self.last_log_in = ''
+      save!
+    rescue => e
+      error = "Can't use Channel::Driver::#{adapter.to_classname}: #{e.inspect}"
+      logger.error error
+      logger.error e.backtrace
+      self.status_in = 'error'
+      self.last_log_in = error
+      save!
+      raise e, error
+    end
+    result
+  end
+
+=begin
+
+load channel driver and return class
+
+  klass = Channel.driver_class('Imap')
+
+=end
+
+  def self.driver_class(adapter)
+    # we need to require each channel backend individually otherwise we get a
+    # 'warning: toplevel constant Twitter referenced by Channel::Driver::Twitter' error e.g.
+    # so we have to convert the channel name to the filename via Rails String.underscore
+    # http://stem.ps/rails/2015/01/25/ruby-gotcha-toplevel-constant-referenced-by.html
+    require "channel/driver/#{adapter.to_filename}"
+
+    Object.const_get("::Channel::Driver::#{adapter.to_classname}")
+  end
+
+=begin
+
+get instance of channel driver
+
+  channel.driver_instance
+
+=end
+
+  def driver_instance
+    self.class.driver_class(options[:adapter])
+  end
+
   private
 
   def email_address_check
diff --git a/app/models/channel/driver/sms/massenversand.rb b/app/models/channel/driver/sms/massenversand.rb
new file mode 100644
index 000000000..ae954bcb1
--- /dev/null
+++ b/app/models/channel/driver/sms/massenversand.rb
@@ -0,0 +1,51 @@
+class Channel::Driver::Sms::Massenversand
+  NAME = 'sms/massenversand'.freeze
+
+  def send(options, attr, _notification = false)
+    Rails.logger.info "Sending SMS to recipient #{attr[:recipient]}"
+
+    return true if Setting.get('import_mode')
+
+    Rails.logger.info "Backend sending Massenversand SMS to #{attr[:recipient]}"
+    begin
+      url = build_url(options, attr)
+
+      if Setting.get('developer_mode') != true
+        response = Faraday.get(url).body
+        raise response if !response.match?('OK')
+      end
+
+      true
+    rescue => e
+      Rails.logger.debug "Massenversand error: #{e.inspect}"
+      raise e
+    end
+  end
+
+  def self.definition
+    {
+      name: 'Massenversand',
+      adapter: 'sms/massenversand',
+      notification: [
+        { name: 'options::gateway', display: 'Gateway', tag: 'input', type: 'text', limit: 200, null: false, placeholder: 'https://gate1.goyyamobile.com/sms/sendsms.asp', default: 'https://gate1.goyyamobile.com/sms/sendsms.asp' },
+        { name: 'options::token', display: 'Token', tag: 'input', type: 'text', limit: 200, null: false, placeholder: 'XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX' },
+        { name: 'options::sender', display: 'Sender', tag: 'input', type: 'text', limit: 200, null: false, placeholder: '00491710000000' },
+      ]
+    }
+  end
+
+  private
+
+  def build_url(options, attr)
+    params = {
+      authToken: options[:token],
+      getID: 1,
+      msg: attr[:message],
+      msgtype: 'c',
+      receiver: attr[:recipient],
+      sender: options[:sender]
+    }
+
+    options[:gateway] + '?' + URI.encode_www_form(params)
+  end
+end
diff --git a/app/models/channel/driver/sms/twilio.rb b/app/models/channel/driver/sms/twilio.rb
new file mode 100644
index 000000000..b302d8875
--- /dev/null
+++ b/app/models/channel/driver/sms/twilio.rb
@@ -0,0 +1,147 @@
+class Channel::Driver::Sms::Twilio
+  NAME = 'sms/twilio'.freeze
+
+  def fetchable?(_channel)
+    false
+  end
+
+  def send(options, attr, _notification = false)
+    Rails.logger.info "Sending SMS to recipient #{attr[:recipient]}"
+
+    return true if Setting.get('import_mode')
+
+    Rails.logger.info "Backend sending Twilio SMS to #{attr[:recipient]}"
+    begin
+      if Setting.get('developer_mode') != true
+        result = api(options).messages.create(
+          from: options[:sender],
+          to: attr[:recipient],
+          body: attr[:message],
+        )
+
+        raise result.error_message if result.error_code.positive?
+      end
+
+      true
+    rescue => e
+      Rails.logger.debug "Twilio error: #{e.inspect}"
+      raise e
+    end
+  end
+
+  def process(_options, attr, channel)
+    Rails.logger.info "Receiving SMS frim recipient #{attr[:From]}"
+
+    # prevent already created articles
+    if Ticket::Article.find_by(message_id: attr[:SmsMessageSid])
+      return ['application/xml; charset=UTF-8;', Twilio::TwiML::MessagingResponse.new.to_s]
+    end
+
+    # find sender
+    user = User.where(mobile: attr[:From]).order(:updated_at).first
+    if !user
+      from_comment, preferences = Cti::CallerId.get_comment_preferences(attr[:From], 'from')
+      if preferences && preferences['from'] && preferences['from'][0]
+        if preferences['from'][0]['level'] == 'known' && preferences['from'][0]['object'] == 'User'
+          user = User.find_by(id: preferences['from'][0]['o_id'])
+        end
+      end
+    end
+    if !user
+      user = User.create!(
+        firstname: attr[:From],
+        mobile: attr[:From],
+      )
+    end
+
+    UserInfo.current_user_id = user.id
+
+    # find ticket
+    article_type_sms = Ticket::Article::Type.find_by(name: 'sms')
+    state_ids = Ticket::State.where(name: %w[closed merged removed]).pluck(:id)
+    ticket = Ticket.where(customer_id: user.id, create_article_type_id: article_type_sms.id).where.not(state_id: state_ids).order(:updated_at).first
+    if ticket
+      new_state = Ticket::State.find_by(default_create: true)
+      if ticket.state_id != new_state.id
+        ticket.state = Ticket::State.find_by(default_follow_up: true)
+        ticket.save!
+      end
+    else
+      if channel.group_id.blank?
+        raise Exceptions::UnprocessableEntity, 'Group needed in channel definition!'
+      end
+
+      group = Group.find_by(id: channel.group_id)
+      if !group
+        raise Exceptions::UnprocessableEntity, 'Group is invalid!'
+      end
+
+      title = attr[:Body]
+      if title.length > 40
+        title = "#{title[0, 40]}..."
+      end
+      ticket = Ticket.new(
+        group_id: channel.group_id,
+        title: title,
+        state_id: Ticket::State.find_by(default_create: true).id,
+        priority_id: Ticket::Priority.find_by(default_create: true).id,
+        customer_id: user.id,
+        preferences: {
+          channel_id: channel.id,
+          sms: {
+            AccountSid: attr['AccountSid'],
+            From: attr['From'],
+            To: attr['To'],
+          }
+        }
+      )
+      ticket.save!
+    end
+
+    Ticket::Article.create!(
+      ticket_id: ticket.id,
+      type: article_type_sms,
+      sender: Ticket::Article::Sender.find_by(name: 'Customer'),
+      body: attr[:Body],
+      from: attr[:From],
+      to: attr[:To],
+      message_id: attr[:SmsMessageSid],
+      content_type: 'text/plain',
+      preferences: {
+        channel_id: channel.id,
+        sms: {
+          AccountSid: attr['AccountSid'],
+          From: attr['From'],
+          To: attr['To'],
+        }
+      }
+    )
+
+    ['application/xml; charset=UTF-8;', Twilio::TwiML::MessagingResponse.new.to_s]
+  end
+
+  def self.definition
+    {
+      name: 'twilio',
+      adapter: 'sms/twilio',
+      account: [
+        { name: 'options::webhook_token', display: 'Webhook Token', tag: 'input', type: 'text', limit: 200, null: false, default: Digest::MD5.hexdigest(rand(999_999_999_999).to_s), disabled: true, readonly: true },
+        { name: 'options::account_id', display: 'Account SID', tag: 'input', type: 'text', limit: 200, null: false, placeholder: 'XXXXXX' },
+        { name: 'options::token', display: 'Token', tag: 'input', type: 'text', limit: 200, null: false },
+        { name: 'options::sender', display: 'Sender', tag: 'input', type: 'text', limit: 200, null: false, placeholder: '+491710000000' },
+        { name: 'group_id', display: 'Destination Group', tag: 'select', null: false, relation: 'Group', nulloption: true, filter: { active: true } },
+      ],
+      notification: [
+        { name: 'options::account_id', display: 'Account SID', tag: 'input', type: 'text', limit: 200, null: false, placeholder: 'XXXXXX' },
+        { name: 'options::token', display: 'Token', tag: 'input', type: 'text', limit: 200, null: false },
+        { name: 'options::sender', display: 'Sender', tag: 'input', type: 'text', limit: 200, null: false, placeholder: '+491710000000' },
+      ],
+    }
+  end
+
+  private
+
+  def api(options)
+    @api ||= ::Twilio::REST::Client.new options[:account_id], options[:token]
+  end
+end
diff --git a/app/models/cti/caller_id.rb b/app/models/cti/caller_id.rb
index c9dd3e353..1f429f133 100644
--- a/app/models/cti/caller_id.rb
+++ b/app/models/cti/caller_id.rb
@@ -243,6 +243,34 @@ returns
       end
     end
 
+=begin
+
+  from_comment, preferences = Cti::CallerId.get_comment_preferences('00491710000000', 'from')
+
+  returns
+
+  [
+    "Bob Smith",
+    {
+      "from"=>[
+        {
+          "id"=>1961634,
+          "caller_id"=>"491710000000",
+          "comment"=>nil,
+          "level"=>"known",
+          "object"=>"User",
+          "o_id"=>3,
+          "user_id"=>3,
+          "preferences"=>nil,
+          "created_at"=>Mon, 24 Sep 2018 15:19:48 UTC +00:00,
+          "updated_at"=>Mon, 24 Sep 2018 15:19:48 UTC +00:00,
+        }
+      ]
+    }
+  ]
+
+=end
+
     def self.get_comment_preferences(caller_id, direction)
       from_comment_known = ''
       from_comment_maybe = ''
diff --git a/app/models/observer/ticket/article/communicate_email.rb b/app/models/observer/ticket/article/communicate_email.rb
index 7c5247c21..4f75e3ac5 100644
--- a/app/models/observer/ticket/article/communicate_email.rb
+++ b/app/models/observer/ticket/article/communicate_email.rb
@@ -6,24 +6,25 @@ class Observer::Ticket::Article::CommunicateEmail < ActiveRecord::Observer
   def after_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # only do send email if article got created via application_server (e. g. not
     # if article and sender type is set via *.postmaster)
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return if !record.sender_id
+    return true if !record.sender_id
 
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return 1 if sender.nil?
-    return 1 if sender['name'] == 'Customer'
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
 
     # only apply on emails
-    return if !record.type_id
+    return true if !record.type_id
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return if type['name'] != 'email'
+    return true if type.nil?
+    return true if type.name != 'email'
 
     # send background job
     Delayed::Job.enqueue(Observer::Ticket::Article::CommunicateEmail::BackgroundJob.new(record.id))
diff --git a/app/models/observer/ticket/article/communicate_email/background_job.rb b/app/models/observer/ticket/article/communicate_email/background_job.rb
index 1bd150eb4..5835838cb 100644
--- a/app/models/observer/ticket/article/communicate_email/background_job.rb
+++ b/app/models/observer/ticket/article/communicate_email/background_job.rb
@@ -15,9 +15,7 @@ class Observer::Ticket::Article::CommunicateEmail::BackgroundJob
     subject = ticket.subject_build(record.subject,  subject_prefix_mode)
 
     # set retry count
-    if !record.preferences['delivery_retry']
-      record.preferences['delivery_retry'] = 0
-    end
+    record.preferences['delivery_retry'] ||= 0
     record.preferences['delivery_retry'] += 1
 
     # send email
diff --git a/app/models/observer/ticket/article/communicate_facebook.rb b/app/models/observer/ticket/article/communicate_facebook.rb
index 6b1148c62..bbd3bc6cf 100644
--- a/app/models/observer/ticket/article/communicate_facebook.rb
+++ b/app/models/observer/ticket/article/communicate_facebook.rb
@@ -5,24 +5,25 @@ class Observer::Ticket::Article::CommunicateFacebook < ActiveRecord::Observer
   def after_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # only do send email if article got created via application_server (e. g. not
     # if article and sender type is set via *.postmaster)
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return if !record.sender_id
+    return true if !record.sender_id
 
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return 1 if sender.nil?
-    return 1 if sender['name'] == 'Customer'
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
 
     # only apply for facebook
-    return if !record.type_id
+    return true if !record.type_id
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return if type['name'] !~ /\Afacebook/
+    return true if type.nil?
+    return true if type.name !~ /\Afacebook/
 
     Delayed::Job.enqueue(Observer::Ticket::Article::CommunicateFacebook::BackgroundJob.new(record.id))
   end
diff --git a/app/models/observer/ticket/article/communicate_sms.rb b/app/models/observer/ticket/article/communicate_sms.rb
new file mode 100644
index 000000000..10ddcc759
--- /dev/null
+++ b/app/models/observer/ticket/article/communicate_sms.rb
@@ -0,0 +1,25 @@
+class Observer::Ticket::Article::CommunicateSms < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # return if we run import mode
+    return true if Setting.get('import_mode')
+
+    # if sender is customer, do not communicate
+    return true if !record.sender_id
+
+    sender = Ticket::Article::Sender.lookup(id: record.sender_id)
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
+
+    # only apply on sms
+    return true if !record.type_id
+
+    type = Ticket::Article::Type.lookup(id: record.type_id)
+    return true if type.nil?
+    return true if type.name != 'sms'
+
+    Delayed::Job.enqueue(Observer::Ticket::Article::CommunicateSms::BackgroundJob.new(record.id))
+  end
+end
diff --git a/app/models/observer/ticket/article/communicate_sms/background_job.rb b/app/models/observer/ticket/article/communicate_sms/background_job.rb
new file mode 100644
index 000000000..b5f62defc
--- /dev/null
+++ b/app/models/observer/ticket/article/communicate_sms/background_job.rb
@@ -0,0 +1,121 @@
+class Observer::Ticket::Article::CommunicateSms::BackgroundJob
+  def initialize(id)
+    @article_id = id
+  end
+
+  def perform
+    article = Ticket::Article.find(@article_id)
+
+    article.preferences['delivery_retry'] ||= 0
+    article.preferences['delivery_retry'] += 1
+
+    ticket = Ticket.lookup(id: article.ticket_id)
+    log_error(article, "Can't find article.preferences for Ticket::Article.find(#{article.id})") if !article.preferences
+
+    # if sender is system, take artile channel
+    if article.sender.name == 'System'
+      log_error(article, "Can't find article.preferences['sms_recipients'] for Ticket::Article.find(#{article.id})") if !article.preferences['sms_recipients']
+      log_error(article, "Can't find article.preferences['channel_id'] for Ticket::Article.find(#{article.id})") if !article.preferences['channel_id']
+      channel = Channel.lookup(id: article.preferences['channel_id'])
+      log_error(article, "No such channel id #{article.preferences['channel_id']}") if !channel
+
+    # if sender is agent, take create channel
+    else
+      log_error(article, "Can't find ticket.preferences['channel_id'] for Ticket.find(#{ticket.id})") if !ticket.preferences['channel_id']
+      channel = Channel.lookup(id: ticket.preferences['channel_id'])
+      log_error(article, "No such channel id #{ticket.preferences['channel_id']}") if !channel
+    end
+
+    begin
+      if article.sender.name == 'System'
+        article.preferences['sms_recipients'].each do |recipient|
+          channel.deliver(
+            recipient: recipient,
+            message: article.body.first(160),
+          )
+        end
+      else
+        channel.deliver(
+          recipient: article.to,
+          message: article.body.first(160),
+        )
+      end
+    rescue => e
+      log_error(article, e.message)
+      return
+    end
+
+    log_success(article)
+
+    return if article.sender.name == 'Agent'
+
+    log_history(article, ticket, 'sms', article.to)
+  end
+
+  # log successful delivery
+  def log_success(article)
+    article.preferences['delivery_status_message'] = nil
+    article.preferences['delivery_status'] = 'success'
+    article.preferences['delivery_status_date'] = Time.zone.now
+    article.save!
+  end
+
+  def log_error(local_record, message)
+    local_record.preferences['delivery_status'] = 'fail'
+    local_record.preferences['delivery_status_message'] = message
+    local_record.preferences['delivery_status_date'] = Time.zone.now
+    local_record.save!
+    Rails.logger.error message
+
+    if local_record.preferences['delivery_retry'] >= max_attempts
+      Ticket::Article.create(
+        ticket_id: local_record.ticket_id,
+        content_type: 'text/plain',
+        body: "#{log_error_prefix}: #{message}",
+        internal: true,
+        sender: Ticket::Article::Sender.find_by(name: 'System'),
+        type: Ticket::Article::Type.find_by(name: 'note'),
+        preferences: {
+          delivery_article_id_related: local_record.id,
+          delivery_message: true,
+        },
+        updated_by_id: 1,
+        created_by_id: 1,
+      )
+    end
+
+    raise message
+  end
+
+  def log_history(article, ticket, history_type, recipient_list)
+    return if recipient_list.blank?
+
+    History.add(
+      o_id: article.id,
+      history_type: history_type,
+      history_object: 'Ticket::Article',
+      related_o_id: ticket.id,
+      related_history_object: 'Ticket',
+      value_from: article.subject,
+      value_to: recipient_list,
+      created_by_id: article.created_by_id,
+    )
+  end
+
+  def log_error_prefix
+    'Unable to send sms message'
+  end
+
+  def max_attempts
+    4
+  end
+
+  def reschedule_at(current_time, attempts)
+    if Rails.env.production?
+      return current_time + attempts * 120.seconds
+    end
+
+    current_time + 5.seconds
+  end
+
+end
diff --git a/app/models/observer/ticket/article/communicate_telegram.rb b/app/models/observer/ticket/article/communicate_telegram.rb
index 5e43ab0fe..a492d35f1 100644
--- a/app/models/observer/ticket/article/communicate_telegram.rb
+++ b/app/models/observer/ticket/article/communicate_telegram.rb
@@ -6,20 +6,20 @@ class Observer::Ticket::Article::CommunicateTelegram < ActiveRecord::Observer
   def after_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # if sender is customer, do not communicate
-    return if !record.sender_id
+    return true if !record.sender_id
 
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return if sender.nil?
-    return if sender['name'] == 'Customer'
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
 
     # only apply on telegram messages
-    return if !record.type_id
+    return true if !record.type_id
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return if type['name'] !~ /\Atelegram/i
+    return true if type.name !~ /\Atelegram/i
 
     Delayed::Job.enqueue(Observer::Ticket::Article::CommunicateTelegram::BackgroundJob.new(record.id))
   end
diff --git a/app/models/observer/ticket/article/communicate_telegram/background_job.rb b/app/models/observer/ticket/article/communicate_telegram/background_job.rb
index 18e65bf06..edeb53e51 100644
--- a/app/models/observer/ticket/article/communicate_telegram/background_job.rb
+++ b/app/models/observer/ticket/article/communicate_telegram/background_job.rb
@@ -7,10 +7,8 @@ class Observer::Ticket::Article::CommunicateTelegram::BackgroundJob
     article = Ticket::Article.find(@article_id)
 
     # set retry count
-    if !article.preferences['delivery_retry']
-      article.preferences['delivery_retry'] = 0
-    end
-    article.preferences['delivery_retry'] += 1
+    record.preferences['delivery_retry'] ||= 0
+    record.preferences['delivery_retry'] += 1
 
     ticket = Ticket.lookup(id: article.ticket_id)
     log_error(article, "Can't find ticket.preferences for Ticket.find(#{article.ticket_id})") if !ticket.preferences
diff --git a/app/models/observer/ticket/article/communicate_twitter.rb b/app/models/observer/ticket/article/communicate_twitter.rb
index d391993fd..b804607fc 100644
--- a/app/models/observer/ticket/article/communicate_twitter.rb
+++ b/app/models/observer/ticket/article/communicate_twitter.rb
@@ -6,24 +6,25 @@ class Observer::Ticket::Article::CommunicateTwitter < ActiveRecord::Observer
   def after_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # only do send email if article got created via application_server (e. g. not
     # if article and sender type is set via *.postmaster)
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # if sender is customer, do not communicate
-    return if !record.sender_id
+    return true if !record.sender_id
 
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
-    return if sender.nil?
-    return if sender['name'] == 'Customer'
+    return true if sender.nil?
+    return true if sender.name == 'Customer'
 
     # only apply on tweets
-    return if !record.type_id
+    return true if !record.type_id
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return if type['name'] !~ /\Atwitter/i
+    return true if type.nil?
+    return true if type.name !~ /\Atwitter/i
 
     raise Exceptions::UnprocessableEntity, 'twitter to: parameter is missing' if record.to.blank? && type['name'] == 'twitter direct-message'
 
diff --git a/app/models/observer/ticket/article/communicate_twitter/background_job.rb b/app/models/observer/ticket/article/communicate_twitter/background_job.rb
index ee7b4b9d6..7161fd851 100644
--- a/app/models/observer/ticket/article/communicate_twitter/background_job.rb
+++ b/app/models/observer/ticket/article/communicate_twitter/background_job.rb
@@ -7,10 +7,8 @@ class Observer::Ticket::Article::CommunicateTwitter::BackgroundJob
     article = Ticket::Article.find(@article_id)
 
     # set retry count
-    if !article.preferences['delivery_retry']
-      article.preferences['delivery_retry'] = 0
-    end
-    article.preferences['delivery_retry'] += 1
+    record.preferences['delivery_retry'] ||= 0
+    record.preferences['delivery_retry'] += 1
 
     ticket = Ticket.lookup(id: article.ticket_id)
     log_error(article, "Can't find ticket.preferences for Ticket.find(#{article.ticket_id})") if !ticket.preferences
diff --git a/app/models/observer/ticket/article/fillup_from_email.rb b/app/models/observer/ticket/article/fillup_from_email.rb
index 59d8095f0..735366556 100644
--- a/app/models/observer/ticket/article/fillup_from_email.rb
+++ b/app/models/observer/ticket/article/fillup_from_email.rb
@@ -17,13 +17,14 @@ class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
 
     sender = Ticket::Article::Sender.lookup(id: record.sender_id)
     return true if sender.nil?
-    return true if sender['name'] == 'Customer'
+    return true if sender.name == 'Customer'
 
     # set email attributes
     return true if !record.type_id
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return true if type['name'] != 'email'
+    return true if type.nil?
+    return true if type.name != 'email'
 
     # set subject if empty
     ticket = record.ticket
diff --git a/app/models/observer/ticket/article/fillup_from_general.rb b/app/models/observer/ticket/article/fillup_from_general.rb
index fca6080ea..4b1a89315 100644
--- a/app/models/observer/ticket/article/fillup_from_general.rb
+++ b/app/models/observer/ticket/article/fillup_from_general.rb
@@ -10,19 +10,21 @@ class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
 
     # only do fill of from if article got created via application_server (e. g. not
     # if article and sender type is set via *.postmaster)
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # set from on all article types excluding email|twitter status|twitter direct-message|facebook feed post|facebook feed comment
     return true if record.type_id.blank?
 
     type = Ticket::Article::Type.lookup(id: record.type_id)
-    return true if type['name'] == 'email'
 
     # from will be set by channel backend
-    return true if type['name'] == 'twitter status'
-    return true if type['name'] == 'twitter direct-message'
-    return true if type['name'] == 'facebook feed post'
-    return true if type['name'] == 'facebook feed comment'
+    return true if type.nil?
+    return true if type.name == 'email'
+    return true if type.name == 'twitter status'
+    return true if type.name == 'twitter direct-message'
+    return true if type.name == 'facebook feed post'
+    return true if type.name == 'facebook feed comment'
+    return true if type.name == 'sms'
 
     user_id = record.created_by_id
 
diff --git a/app/models/observer/ticket/article/fillup_from_origin_by_id.rb b/app/models/observer/ticket/article/fillup_from_origin_by_id.rb
index 07ebd3fdd..dd1e78b92 100644
--- a/app/models/observer/ticket/article/fillup_from_origin_by_id.rb
+++ b/app/models/observer/ticket/article/fillup_from_origin_by_id.rb
@@ -6,19 +6,21 @@ class Observer::Ticket::Article::FillupFromOriginById < ActiveRecord::Observer
   def before_create(record)
 
     # return if we run import mode
-    return if Setting.get('import_mode')
+    return true if Setting.get('import_mode')
 
     # only do fill origin_by_id if article got created via application_server (e. g. not
     # if article and sender type is set via *.postmaster)
-    return if ApplicationHandleInfo.postmaster?
+    return true if ApplicationHandleInfo.postmaster?
 
     # check if origin_by_id exists
-    return if record.origin_by_id.present?
-    return if record.ticket.customer_id.blank?
-    return if record.sender.name != 'Customer'
+    return true if record.origin_by_id.present?
+    return true if record.ticket.blank?
+    return true if record.ticket.customer_id.blank?
+    return true if record.sender_id.blank?
+    return true if record.sender.name != 'Customer'
 
     type_name = record.type.name
-    return if type_name != 'phone' && type_name != 'note' && type_name != 'web'
+    return true if type_name != 'phone' && type_name != 'note' && type_name != 'web'
 
     record.origin_by_id = record.ticket.customer_id
   end
diff --git a/app/models/ticket.rb b/app/models/ticket.rb
index b88198ddd..f27187ac7 100644
--- a/app/models/ticket.rb
+++ b/app/models/ticket.rb
@@ -918,229 +918,17 @@ perform changes on ticket
     end
 
     perform_notification.each do |key, value|
-      perform_changes_notification(key, value, perform_origin, article)
-    end
 
-    true
-  end
-
-  def perform_changes_notification(_key, value, perform_origin, article)
-
-    # value['recipient'] was a string in the past (single-select) so we convert it to array if needed
-    value_recipient = value['recipient']
-    if !value_recipient.is_a?(Array)
-      value_recipient = [value_recipient]
-    end
-
-    recipients_raw = []
-    value_recipient.each do |recipient|
-      if recipient == 'article_last_sender'
-        if article.present?
-          if article.reply_to.present?
-            recipients_raw.push(article.reply_to)
-          elsif article.from.present?
-            recipients_raw.push(article.from)
-          elsif article.origin_by_id
-            email = User.find_by(id: article.origin_by_id).email
-            recipients_raw.push(email)
-          elsif article.created_by_id
-            email = User.find_by(id: article.created_by_id).email
-            recipients_raw.push(email)
-          end
-        end
-      elsif recipient == 'ticket_customer'
-        email = User.find_by(id: customer_id).email
-        recipients_raw.push(email)
-      elsif recipient == 'ticket_owner'
-        email = User.find_by(id: owner_id).email
-        recipients_raw.push(email)
-      elsif recipient == 'ticket_agents'
-        User.group_access(group_id, 'full').sort_by(&:login).each do |user|
-          recipients_raw.push(user.email)
-        end
-      else
-        logger.error "Unknown email notification recipient '#{recipient}'"
+      # send notification
+      case key
+      when 'notification.sms'
+        send_sms_notification(value, article, perform_origin)
         next
+      when 'notification.email'
+        send_email_notification(value, article, perform_origin)
       end
     end
 
-    recipients_checked = []
-    recipients_raw.each do |recipient_email|
-
-      skip_user = false
-      users = User.where(email: recipient_email)
-      users.each do |user|
-        next if user.preferences[:mail_delivery_failed] != true
-        next if !user.preferences[:mail_delivery_failed_data]
-
-        till_blocked = ((user.preferences[:mail_delivery_failed_data] - Time.zone.now - 60.days) / 60 / 60 / 24).round
-        next if till_blocked.positive?
-
-        logger.info "Send no trigger based notification to #{recipient_email} because email is marked as mail_delivery_failed for #{till_blocked} days"
-        skip_user = true
-        break
-      end
-      next if skip_user
-
-      # send notifications only to email adresses
-      next if recipient_email.blank?
-      next if recipient_email !~ /@/
-
-      # check if address is valid
-      begin
-        Mail::AddressList.new(recipient_email).addresses.each do |address|
-          recipient_email = address.address
-          break if recipient_email.present? && recipient_email =~ /@/ && !recipient_email.match?(/\s/)
-        end
-      rescue
-        if recipient_email.present?
-          if recipient_email !~ /^(.+?)<(.+?)@(.+?)>$/
-            next # no usable format found
-          end
-
-          recipient_email = "#{$2}@#{$3}"
-        end
-        next if recipient_email.blank?
-        next if recipient_email !~ /@/
-        next if recipient_email.match?(/\s/)
-      end
-
-      # do not sent notifications to this recipients
-      send_no_auto_response_reg_exp = Setting.get('send_no_auto_response_reg_exp')
-      begin
-        next if recipient_email.match?(/#{send_no_auto_response_reg_exp}/i)
-      rescue => e
-        logger.error "ERROR: Invalid regex '#{send_no_auto_response_reg_exp}' in setting send_no_auto_response_reg_exp"
-        logger.error 'ERROR: ' + e.inspect
-        next if recipient_email.match?(/(mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?/i)
-      end
-
-      # check if notification should be send because of customer emails
-      if article.present? && article.preferences.fetch('is-auto-response', false) == true && article.from && article.from =~ /#{Regexp.quote(recipient_email)}/i
-        logger.info "Send no trigger based notification to #{recipient_email} because of auto response tagged incoming email"
-        next
-      end
-
-      # loop protection / check if maximal count of trigger mail has reached
-      map = {
-        10 => 10,
-        30 => 15,
-        60 => 25,
-        180 => 50,
-        600 => 100,
-      }
-      skip = false
-      map.each do |minutes, count|
-        already_sent = Ticket::Article.where(
-          ticket_id: id,
-          sender: Ticket::Article::Sender.find_by(name: 'System'),
-          type: Ticket::Article::Type.find_by(name: 'email'),
-        ).where('ticket_articles.created_at > ? AND ticket_articles.to LIKE ?', Time.zone.now - minutes.minutes, "%#{recipient_email.strip}%").count
-        next if already_sent < count
-
-        logger.info "Send no trigger based notification to #{recipient_email} because already sent #{count} for this ticket within last #{minutes} minutes (loop protection)"
-        skip = true
-        break
-      end
-      next if skip
-
-      map = {
-        10 => 30,
-        30 => 60,
-        60 => 120,
-        180 => 240,
-        600 => 360,
-      }
-      skip = false
-      map.each do |minutes, count|
-        already_sent = Ticket::Article.where(
-          sender: Ticket::Article::Sender.find_by(name: 'System'),
-          type: Ticket::Article::Type.find_by(name: 'email'),
-        ).where('ticket_articles.created_at > ? AND ticket_articles.to LIKE ?', Time.zone.now - minutes.minutes, "%#{recipient_email.strip}%").count
-        next if already_sent < count
-
-        logger.info "Send no trigger based notification to #{recipient_email} because already sent #{count} in total within last #{minutes} minutes (loop protection)"
-        skip = true
-        break
-      end
-      next if skip
-
-      email = recipient_email.downcase.strip
-      next if recipients_checked.include?(email)
-
-      recipients_checked.push(email)
-    end
-
-    return if recipients_checked.blank?
-
-    recipient_string = recipients_checked.join(', ')
-
-    group_id = self.group_id
-    return if !group_id
-
-    email_address = Group.find(group_id).email_address
-    if !email_address
-      logger.info "Unable to send trigger based notification to #{recipient_string} because no email address is set for group '#{group.name}'"
-      return
-    end
-
-    if !email_address.channel_id
-      logger.info "Unable to send trigger based notification to #{recipient_string} because no channel is set for email address '#{email_address.email}' (id: #{email_address.id})"
-      return
-    end
-
-    # articles.last breaks (returns the wrong article)
-    # if another email notification trigger preceded this one
-    # (see https://github.com/zammad/zammad/issues/1543)
-    objects = {
-      ticket: self,
-      article: article || articles.last
-    }
-
-    # get subject
-    subject = NotificationFactory::Mailer.template(
-      templateInline: value['subject'],
-      locale: 'en-en',
-      objects: objects,
-      quote: false,
-    )
-    subject = subject_build(subject)
-
-    body = NotificationFactory::Mailer.template(
-      templateInline: value['body'],
-      locale: 'en-en',
-      objects: objects,
-      quote: true,
-    )
-
-    (body, attachments_inline) = HtmlSanitizer.replace_inline_images(body, id)
-
-    message = Ticket::Article.create(
-      ticket_id: id,
-      to: recipient_string,
-      subject: subject,
-      content_type: 'text/html',
-      body: body,
-      internal: false,
-      sender: Ticket::Article::Sender.find_by(name: 'System'),
-      type: Ticket::Article::Type.find_by(name: 'email'),
-      preferences: {
-        perform_origin: perform_origin,
-      },
-      updated_by_id: 1,
-      created_by_id: 1,
-    )
-
-    attachments_inline.each do |attachment|
-      Store.add(
-        object: 'Ticket::Article',
-        o_id: message.id,
-        data: attachment[:data],
-        filename: attachment[:filename],
-        preferences: attachment[:preferences],
-      )
-    end
-
     true
   end
 
@@ -1485,4 +1273,296 @@ result
     self.owner_id = 1
     true
   end
+
+  # articles.last breaks (returns the wrong article)
+  # if another email notification trigger preceded this one
+  # (see https://github.com/zammad/zammad/issues/1543)
+  def build_notification_template_objects(article)
+    {
+      ticket: self,
+      article: article || articles.last
+    }
+  end
+
+  def send_email_notification(value, article, perform_origin)
+    # value['recipient'] was a string in the past (single-select) so we convert it to array if needed
+    value_recipient = Array(value['recipient'])
+
+    recipients_raw = []
+    value_recipient.each do |recipient|
+      if recipient == 'article_last_sender'
+        if article.present?
+          if article.reply_to.present?
+            recipients_raw.push(article.reply_to)
+          elsif article.from.present?
+            recipients_raw.push(article.from)
+          elsif article.origin_by_id
+            email = User.find_by(id: article.origin_by_id).email
+            recipients_raw.push(email)
+          elsif article.created_by_id
+            email = User.find_by(id: article.created_by_id).email
+            recipients_raw.push(email)
+          end
+        end
+      elsif recipient == 'ticket_customer'
+        email = User.find_by(id: customer_id).email
+        recipients_raw.push(email)
+      elsif recipient == 'ticket_owner'
+        email = User.find_by(id: owner_id).email
+        recipients_raw.push(email)
+      elsif recipient == 'ticket_agents'
+        User.group_access(group_id, 'full').sort_by(&:login).each do |user|
+          recipients_raw.push(user.email)
+        end
+      else
+        logger.error "Unknown email notification recipient '#{recipient}'"
+        next
+      end
+    end
+
+    recipients_checked = []
+    recipients_raw.each do |recipient_email|
+
+      skip_user = false
+      users = User.where(email: recipient_email)
+      users.each do |user|
+        next if user.preferences[:mail_delivery_failed] != true
+        next if !user.preferences[:mail_delivery_failed_data]
+
+        till_blocked = ((user.preferences[:mail_delivery_failed_data] - Time.zone.now - 60.days) / 60 / 60 / 24).round
+        next if till_blocked.positive?
+
+        logger.info "Send no trigger based notification to #{recipient_email} because email is marked as mail_delivery_failed for #{till_blocked} days"
+        skip_user = true
+        break
+      end
+      next if skip_user
+
+      # send notifications only to email adresses
+      next if recipient_email.blank?
+      next if recipient_email !~ /@/
+
+      # check if address is valid
+      begin
+        Mail::AddressList.new(recipient_email).addresses.each do |address|
+          recipient_email = address.address
+          break if recipient_email.present? && recipient_email =~ /@/ && !recipient_email.match?(/\s/)
+        end
+      rescue
+        if recipient_email.present?
+          if recipient_email !~ /^(.+?)<(.+?)@(.+?)>$/
+            next # no usable format found
+          end
+
+          recipient_email = "#{$2}@#{$3}"
+        end
+        next if recipient_email.blank?
+        next if recipient_email !~ /@/
+        next if recipient_email.match?(/\s/)
+      end
+
+      # do not sent notifications to this recipients
+      send_no_auto_response_reg_exp = Setting.get('send_no_auto_response_reg_exp')
+      begin
+        next if recipient_email.match?(/#{send_no_auto_response_reg_exp}/i)
+      rescue => e
+        logger.error "ERROR: Invalid regex '#{send_no_auto_response_reg_exp}' in setting send_no_auto_response_reg_exp"
+        logger.error 'ERROR: ' + e.inspect
+        next if recipient_email.match?(/(mailer-daemon|postmaster|abuse|root|noreply|noreply.+?|no-reply|no-reply.+?)@.+?/i)
+      end
+
+      # check if notification should be send because of customer emails
+      if article.present? && article.preferences.fetch('is-auto-response', false) == true && article.from && article.from =~ /#{Regexp.quote(recipient_email)}/i
+        logger.info "Send no trigger based notification to #{recipient_email} because of auto response tagged incoming email"
+        next
+      end
+
+      # loop protection / check if maximal count of trigger mail has reached
+      map = {
+        10 => 10,
+        30 => 15,
+        60 => 25,
+        180 => 50,
+        600 => 100,
+      }
+      skip = false
+      map.each do |minutes, count|
+        already_sent = Ticket::Article.where(
+          ticket_id: id,
+          sender: Ticket::Article::Sender.find_by(name: 'System'),
+          type: Ticket::Article::Type.find_by(name: 'email'),
+        ).where('ticket_articles.created_at > ? AND ticket_articles.to LIKE ?', Time.zone.now - minutes.minutes, "%#{recipient_email.strip}%").count
+        next if already_sent < count
+
+        logger.info "Send no trigger based notification to #{recipient_email} because already sent #{count} for this ticket within last #{minutes} minutes (loop protection)"
+        skip = true
+        break
+      end
+      next if skip
+
+      map = {
+        10 => 30,
+        30 => 60,
+        60 => 120,
+        180 => 240,
+        600 => 360,
+      }
+      skip = false
+      map.each do |minutes, count|
+        already_sent = Ticket::Article.where(
+          sender: Ticket::Article::Sender.find_by(name: 'System'),
+          type: Ticket::Article::Type.find_by(name: 'email'),
+        ).where('ticket_articles.created_at > ? AND ticket_articles.to LIKE ?', Time.zone.now - minutes.minutes, "%#{recipient_email.strip}%").count
+        next if already_sent < count
+
+        logger.info "Send no trigger based notification to #{recipient_email} because already sent #{count} in total within last #{minutes} minutes (loop protection)"
+        skip = true
+        break
+      end
+      next if skip
+
+      email = recipient_email.downcase.strip
+      next if recipients_checked.include?(email)
+
+      recipients_checked.push(email)
+    end
+
+    return if recipients_checked.blank?
+
+    recipient_string = recipients_checked.join(', ')
+
+    group_id = self.group_id
+    return if !group_id
+
+    email_address = Group.find(group_id).email_address
+    if !email_address
+      logger.info "Unable to send trigger based notification to #{recipient_string} because no email address is set for group '#{group.name}'"
+      return
+    end
+
+    if !email_address.channel_id
+      logger.info "Unable to send trigger based notification to #{recipient_string} because no channel is set for email address '#{email_address.email}' (id: #{email_address.id})"
+      return
+    end
+
+    objects = build_notification_template_objects(article)
+
+    # get subject
+    subject = NotificationFactory::Mailer.template(
+      templateInline: value['subject'],
+      locale: 'en-en',
+      objects: objects,
+      quote: false,
+    )
+    subject = subject_build(subject)
+
+    body = NotificationFactory::Mailer.template(
+      templateInline: value['body'],
+      locale: 'en-en',
+      objects: objects,
+      quote: true,
+    )
+
+    (body, attachments_inline) = HtmlSanitizer.replace_inline_images(body, id)
+
+    message = Ticket::Article.create(
+      ticket_id: id,
+      to: recipient_string,
+      subject: subject,
+      content_type: 'text/html',
+      body: body,
+      internal: false,
+      sender: Ticket::Article::Sender.find_by(name: 'System'),
+      type: Ticket::Article::Type.find_by(name: 'email'),
+      preferences: {
+        perform_origin: perform_origin,
+      },
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+    attachments_inline.each do |attachment|
+      Store.add(
+        object: 'Ticket::Article',
+        o_id: message.id,
+        data: attachment[:data],
+        filename: attachment[:filename],
+        preferences: attachment[:preferences],
+      )
+    end
+  end
+
+  def sms_recipients_by_type(recipient_type, article)
+    case recipient_type
+    when 'article_last_sender'
+      return nil if article.blank?
+
+      if article.origin_by_id
+        article.origin_by_id
+      elsif article.created_by_id
+        article.created_by_id
+      end
+    when 'ticket_customer'
+      customer_id
+    when 'ticket_owner'
+      owner_id
+    when 'ticket_agents'
+      User.group_access(group_id, 'full').sort_by(&:login)
+    else
+      logger.error "Unknown sms notification recipient '#{recipient}'"
+      nil
+    end
+  end
+
+  def build_sms_recipients_list(value, article)
+    Array(value['recipient'])
+      .each_with_object([]) { |recipient_type, sum| sum.concat(Array(sms_recipients_by_type(recipient_type, article))) }
+      .map { |user_or_id| User.lookup(id: user_or_id) }
+      .select { |user| user.mobile.present? }
+  end
+
+  def send_sms_notification(value, article, perform_origin)
+    sms_recipients = build_sms_recipients_list(value, article)
+
+    if sms_recipients.blank?
+      logger.debug "No SMS recipients found for Ticket# #{number}"
+      return
+    end
+
+    sms_recipients_to = sms_recipients
+                        .map { |recipient| "#{recipient.fullname} (#{recipient.mobile})" }
+                        .join(', ')
+
+    channel = Channel.find_by(area: 'Sms::Notification')
+    if !channel.active?
+      # write info message since we have an active trigger
+      logger.info "Found possible SMS recipient(s) (#{sms_recipients_to}) for Ticket# #{number} but SMS channel is not active."
+      return
+    end
+
+    objects = build_notification_template_objects(article)
+    body = NotificationFactory::Renderer.new(objects, 'en-en', value['body'], false)
+                                        .render
+                                        .html2text
+                                        .tr(' ', ' ') # convert non-breaking space to simple space
+
+    # attributes content_type is not needed for SMS
+    article = Ticket::Article.create(
+      ticket_id:   id,
+      subject:     'SMS notification',
+      to:          sms_recipients_to,
+      body:        body,
+      internal:    true,
+      sender:      Ticket::Article::Sender.find_by(name: 'System'),
+      type:        Ticket::Article::Type.find_by(name: 'sms'),
+      preferences: {
+        perform_origin: perform_origin,
+        sms_recipients: sms_recipients.map(&:mobile),
+        channel_id: channel.id,
+      },
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+
+  end
 end
diff --git a/app/models/ticket/article.rb b/app/models/ticket/article.rb
index 53e5407d1..ef9a9852d 100644
--- a/app/models/ticket/article.rb
+++ b/app/models/ticket/article.rb
@@ -23,6 +23,10 @@ class Ticket::Article < ApplicationModel
 
   store :preferences
 
+  validates :ticket_id, presence: true
+  validates :type_id, presence: true
+  validates :sender_id, presence: true
+
   sanitized_html :body
 
   activity_stream_permission 'ticket.agent'
diff --git a/app/models/transaction/trigger.rb b/app/models/transaction/trigger.rb
index c16f70067..73dd66883 100644
--- a/app/models/transaction/trigger.rb
+++ b/app/models/transaction/trigger.rb
@@ -23,7 +23,6 @@ class Transaction::Trigger
   end
 
   def perform
-
     # return if we run import mode
     return if Setting.get('import_mode')
 
@@ -39,7 +38,6 @@ class Transaction::Trigger
     original_user_id = UserInfo.current_user_id
 
     Ticket.perform_triggers(ticket, article, @item, @params)
-
     UserInfo.current_user_id = original_user_id
   end
 
diff --git a/config/application.rb b/config/application.rb
index 786ab124a..d3f556e1f 100644
--- a/config/application.rb
+++ b/config/application.rb
@@ -32,6 +32,7 @@ module Zammad
       'observer::_ticket::_article::_fillup_from_email',
       'observer::_ticket::_article::_communicate_email',
       'observer::_ticket::_article::_communicate_facebook',
+      'observer::_ticket::_article::_communicate_sms',
       'observer::_ticket::_article::_communicate_twitter',
       'observer::_ticket::_article::_communicate_telegram',
       'observer::_ticket::_reset_new_state',
diff --git a/config/routes/channel_sms.rb b/config/routes/channel_sms.rb
new file mode 100644
index 000000000..b5af05c26
--- /dev/null
+++ b/config/routes/channel_sms.rb
@@ -0,0 +1,16 @@
+Zammad::Application.routes.draw do
+  api_path = Rails.configuration.api_path
+
+  match api_path + '/channels_sms',                 to: 'channels_sms#index',         via: :get
+  match api_path + '/channels_sms/:id',             to: 'channels_sms#show',          via: :get
+  match api_path + '/channels_sms',                 to: 'channels_sms#create',        via: :post
+  match api_path + '/channels_sms/:id',             to: 'channels_sms#update',        via: :put
+  match api_path + '/channels_sms/:id',             to: 'channels_sms#destroy',       via: :delete
+  match api_path + '/channels_sms_enable',          to: 'channels_sms#enable',        via: :post
+  match api_path + '/channels_sms_disable',         to: 'channels_sms#disable',       via: :post
+  match api_path + '/channels_sms',                 to: 'channels_sms#destroy',       via: :delete
+  match api_path + '/channels_sms/test',            to: 'channels_sms#test',          via: :post
+  match api_path + '/sms_webhook/:token',           to: 'channels_sms#webhook',       via: :get
+  match api_path + '/sms_webhook/:token',           to: 'channels_sms#webhook',       via: :post
+
+end
diff --git a/contrib/icon-sprite.sketch b/contrib/icon-sprite.sketch
index e6eb16ec3..e338e77a1 100644
Binary files a/contrib/icon-sprite.sketch and b/contrib/icon-sprite.sketch differ
diff --git a/db/migrate/20180524182518_sms_support.rb b/db/migrate/20180524182518_sms_support.rb
new file mode 100644
index 000000000..e80f6dc89
--- /dev/null
+++ b/db/migrate/20180524182518_sms_support.rb
@@ -0,0 +1,15 @@
+class SmsSupport < ActiveRecord::Migration[5.1]
+  def up
+
+    # return if it's a new setup
+    return if !Setting.find_by(name: 'system_init_done')
+
+    Permission.create_if_not_exists(
+      name: 'admin.channel_sms',
+      note: 'Manage %s',
+      preferences: {
+        translations: ['Channel - SMS']
+      },
+    )
+  end
+end
diff --git a/db/seeds/permissions.rb b/db/seeds/permissions.rb
index 0c5212e29..7cecf6955 100644
--- a/db/seeds/permissions.rb
+++ b/db/seeds/permissions.rb
@@ -136,6 +136,13 @@ Permission.create_if_not_exists(
     translations: ['Channel - Telegram']
   },
 )
+Permission.create_if_not_exists(
+  name: 'admin.channel_sms',
+  note: 'Manage %s',
+  preferences: {
+    translations: ['Channel - SMS']
+  },
+)
 Permission.create_if_not_exists(
   name: 'admin.channel_chat',
   note: 'Manage %s',
diff --git a/lib/notification_factory/renderer.rb b/lib/notification_factory/renderer.rb
index 01e9b371e..f95bd26a9 100644
--- a/lib/notification_factory/renderer.rb
+++ b/lib/notification_factory/renderer.rb
@@ -92,15 +92,33 @@ examples how to use
         break
       end
 
+      arguments = nil
+      if /\A(?<method_id>[^\(]+)\((?<parameter>[^\)]+)\)\z/ =~ method
+
+        if parameter != parameter.to_i.to_s
+          value = "\#{#{object_name}.#{object_methods_s} / invalid parameter: #{parameter}}"
+          break
+        end
+
+        begin
+          arguments = Array(parameter.to_i)
+          method    = method_id
+        rescue
+          value = "\#{#{object_name}.#{object_methods_s} / #{e.message}}"
+          break
+        end
+      end
+
       # if method exists
       if !object_refs.respond_to?(method.to_sym)
         value = "\#{#{object_name}.#{object_methods_s} / no such method}"
         break
       end
       begin
-        object_refs = object_refs.send(method.to_sym)
+        object_refs = object_refs.send(method.to_sym, *arguments)
       rescue => e
-        object_refs = "\#{#{object_name}.#{object_methods_s} / e.message}"
+        value = "\#{#{object_name}.#{object_methods_s} / #{e.message}}"
+        break
       end
     end
     placeholder = if !value
diff --git a/public/assets/images/icons.svg b/public/assets/images/icons.svg
index 55e7dbe4e..4e8001847 100644
--- a/public/assets/images/icons.svg
+++ b/public/assets/images/icons.svg
@@ -405,11 +405,21 @@
         logotype
     </title>
     <path d="M0 14.752h11.657V9.697H8.563v2.167h-3.24a8.08 8.08 0 0 0-.887.062c0-.042.371-.33.66-.743l6.314-8.955V0H.083v4.972h3.094V2.89h2.889c.413 0 .887-.062.887-.062 0 .041-.371.33-.66.742L0 12.483v2.27zm13.081-3.033c0 2.146 1.63 3.281 3.487 3.281 2.27 0 3.136-1.754 3.136-1.754h.042s-.042.145-.042.33v.062c0 .516.392 1.114 1.424 1.114h3.074v-2.579h-.784c-.289 0-.454-.165-.454-.454V8.212c0-2.786-1.65-4.333-4.745-4.333-2.683 0-4.498 1.382-4.498 1.382l1.238 2.414s1.485-1.01 2.93-1.01c.804 0 1.506.309 1.506 1.175v.31h-.64c-1.65 0-5.674.454-5.674 3.57zm3.59-.247c0-.95 1.259-1.32 2.435-1.32h.33v.247c0 .928-.908 2.022-1.816 2.022-.577 0-.949-.392-.949-.95zm8.831 3.28h6.252v-2.579h-1.341v-1.609c0-1.713.412-3.446 2.042-3.446.681 0 .826.557.826 1.341v6.293h4.91v-2.579h-1.34v-1.815c0-1.775.494-3.24 2.042-3.24.68 0 .825.557.825 1.341v6.293h4.91v-2.579h-1.34V7.861c0-2.93-1.527-3.982-3.343-3.982-1.63 0-2.93.867-3.508 2.001h-.04c-.517-1.485-1.61-2.001-2.766-2.001-1.795 0-2.826 1.217-3.363 2.043h-.041s.02-.145.02-.248v-.35c0-.723-.515-1.197-1.485-1.197h-3.363v2.579h.99c.29 0 .454.144.454.433v5.034h-1.34v2.58zm20.447 0h6.252v-2.579H50.86v-1.609c0-1.713.412-3.446 2.042-3.446.681 0 .826.557.826 1.341v6.293h4.91v-2.579h-1.34v-1.815c0-1.775.494-3.24 2.042-3.24.68 0 .825.557.825 1.341v6.293h4.91v-2.579h-1.34V7.861c0-2.93-1.527-3.982-3.343-3.982-1.63 0-2.93.867-3.508 2.001h-.04c-.517-1.485-1.61-2.001-2.766-2.001-1.795 0-2.826 1.217-3.363 2.043h-.041s.02-.145.02-.248v-.35c0-.723-.515-1.197-1.485-1.197h-3.363v2.579h.99c.29 0 .454.144.454.433v5.034h-1.34v2.58zm20.055-3.033c0 2.146 1.63 3.281 3.487 3.281 2.27 0 3.136-1.754 3.136-1.754h.042s-.042.145-.042.33v.062c0 .516.392 1.114 1.424 1.114h3.074v-2.579h-.784c-.289 0-.454-.165-.454-.454V8.212c0-2.786-1.65-4.333-4.745-4.333-2.683 0-4.498 1.382-4.498 1.382l1.238 2.414s1.485-1.01 2.93-1.01c.804 0 1.506.309 1.506 1.175v.31h-.64c-1.65 0-5.674.454-5.674 3.57zm3.59-.247c0-.95 1.259-1.32 2.435-1.32h.33v.247c0 .928-.908 2.022-1.816 2.022-.577 0-.949-.392-.949-.95zm8.522-2.022c0 3.28 1.856 5.55 4.683 5.55 2.476 0 3.28-1.754 3.28-1.754h.042s-.041.145-.041.33v.062c0 .516.392 1.114 1.423 1.114h3.075v-2.579h-.784c-.29 0-.454-.165-.454-.454V0h-5.014v2.58h1.444v1.67c0 .392.02.681.02.681h-.04s-.681-1.052-2.724-1.052c-2.93 0-4.91 2.187-4.91 5.57zm3.59 0c0-1.65.949-2.559 2.125-2.559 1.362 0 2.042 1.238 2.042 2.641 0 1.713-1.031 2.518-2.104 2.518-1.217 0-2.063-1.053-2.063-2.6z" fill-rule="evenodd"/>
+</symbol><symbol id="icon-long-arrow-down" viewBox="0 0 11 11">
+    <title>
+        long-arrow-down
+    </title>
+    <path d="M4.81 8.605c-.24-.33-.576-.66-.96-1.024L1.412 5.27.5 6.375 5.5 11l5-4.625-.913-1.106-2.308 2.196c-.465.43-.833.777-1.09 1.14l-.048-.016V0H4.859v8.589l-.048.016z" fill-rule="evenodd"/>
 </symbol><symbol id="icon-long-arrow-right" viewBox="0 0 11 11">
     <title>
         long-arrow-right
     </title>
     <path d="M8.347 6.203c-.32.24-.64.577-.993.962L5.11 9.6l1.073.913 4.486-4.998L6.184.516l-1.073.913 2.13 2.307c.417.465.753.833 1.106 1.09l-.016.048H0v1.281h8.33l.017.048z" fill-rule="evenodd"/>
+</symbol><symbol id="icon-low-priority" viewBox="0 0 16 16">
+    <title>
+        low-priority
+    </title>
+    <path d="M7 11.18L3.886 8.031a1 1 0 0 0-1.41 0l.093-.094a.994.994 0 0 0-.008 1.411l4.719 4.733a.988.988 0 0 0 1.404 0l4.714-4.733c.388-.39.393-1.024.005-1.426l.119.124a.973.973 0 0 0-1.399-.015l-3.121 3.15V1.961a.997.997 0 0 0-1-.998c-.553 0-1 .44-1 .998v9.218z" fill-rule="evenodd"/>
 </symbol><symbol id="icon-magnifier" viewBox="0 0 15 15">
     <title>
         magnifier
@@ -634,6 +644,11 @@
         small-dot
     </title>
     <circle cx="8" cy="8" r="3" fill-rule="evenodd"/>
+</symbol><symbol id="icon-sms" viewBox="0 0 17 17">
+    <title>
+        sms
+    </title>
+    <path d="M7.616 13.923L3.25 16.75l.714-3.847C1.582 11.69 0 9.546 0 7.105 0 3.319 3.806.25 8.5.25S17 3.319 17 7.105c0 3.786-3.806 6.855-8.5 6.855-.298 0-.593-.013-.884-.037zm-3.71-9.248c-.984 0-1.708.522-1.708 1.338 0 .689.39 1.117 1.448 1.438.69.208.868.361.868.703 0 .354-.287.568-.752.568-.47 0-.847-.167-1.195-.455L2 8.877c.39.367.977.661 1.797.661 1.181 0 1.878-.602 1.878-1.465 0-.856-.512-1.217-1.407-1.498-.738-.228-.915-.348-.915-.642 0-.295.246-.455.635-.455.382 0 .71.127 1.038.388l.52-.596c-.417-.388-.916-.595-1.64-.595zm6.729.114H9.214L8.55 7.933l-.71-3.144H6.427L6.07 9.425h1.093l.082-1.8c.028-.649.028-1.224-.02-1.906l.779 3.217h1.059l.73-3.217c-.034.575-.02 1.244.014 1.893l.082 1.813h1.1l-.355-4.636zm2.596-.114c-.984 0-1.708.522-1.708 1.338 0 .689.39 1.117 1.448 1.438.69.208.868.361.868.703 0 .354-.287.568-.752.568-.471 0-.847-.167-1.195-.455l-.567.61c.39.367.977.661 1.796.661 1.182 0 1.879-.602 1.879-1.465 0-.856-.512-1.217-1.407-1.498-.738-.228-.916-.348-.916-.642 0-.295.246-.455.636-.455.382 0 .71.127 1.038.388l.52-.596c-.418-.388-.916-.595-1.64-.595z" fill-rule="evenodd"/>
 </symbol><symbol id="icon-split" viewBox="0 0 16 17">
     <title>
         split
diff --git a/public/assets/images/icons/sms.svg b/public/assets/images/icons/sms.svg
new file mode 100644
index 000000000..1435cc2ef
--- /dev/null
+++ b/public/assets/images/icons/sms.svg
@@ -0,0 +1,9 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<svg width="17px" height="17px" viewBox="0 0 17 17" version="1.1" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink">
+    <!-- Generator: Sketch 52.2 (67145) - http://www.bohemiancoding.com/sketch -->
+    <title>sms</title>
+    <desc>Created with Sketch.</desc>
+    <g id="sms" stroke="none" stroke-width="1" fill="none" fill-rule="evenodd">
+        <path d="M7.61649155,13.9230946 L3.25,16.75 L3.9643919,12.9032744 C1.58206933,11.6887873 0,9.54580983 0,7.10483871 C0,3.31901583 3.80557963,0.25 8.5,0.25 C13.1944204,0.25 17,3.31901583 17,7.10483871 C17,10.8906616 13.1944204,13.9596774 8.5,13.9596774 C8.20165766,13.9596774 7.90690529,13.9472819 7.61649155,13.9230946 Z M3.90593799,4.675 C2.92222806,4.675 2.19810825,5.19679314 2.19810825,6.01293113 C2.19810825,6.70196567 2.58749343,7.13010363 3.64634787,7.4512071 C4.33631109,7.65858643 4.51392538,7.81244851 4.51392538,8.15362095 C4.51392538,8.5081727 4.22700998,8.72224168 3.76248029,8.72224168 C3.29111929,8.72224168 2.91539674,8.55500029 2.56699947,8.2673451 L2,8.87610376 C2.38938518,9.24403482 2.97687861,9.53837967 3.79663689,9.53837967 C4.97845507,9.53837967 5.67524961,8.93631066 5.67524961,8.07334508 C5.67524961,7.21706916 5.16290068,6.85582775 4.2679979,6.57486221 C3.53021545,6.34741392 3.35260116,6.22700012 3.35260116,5.93265527 C3.35260116,5.63831042 3.59852864,5.47775868 3.98791382,5.47775868 C4.37046768,5.47775868 4.69837099,5.60486214 5.0262743,5.86575871 L5.54545455,5.27037935 C5.12874409,4.88237933 4.6300578,4.675 3.90593799,4.675 Z M10.6347872,4.78872415 L9.21387283,4.78872415 L8.55123489,7.93286231 L7.84077772,4.78872415 L6.42669469,4.78872415 L6.07146611,9.42465553 L7.16447714,9.42465553 L7.24645297,7.62513815 C7.27377824,6.97624155 7.27377824,6.40093116 7.22595901,5.71858629 L8.00472937,8.93631066 L9.06358382,8.93631066 L9.79453494,5.71858629 C9.76037835,6.29389667 9.77404099,6.96286224 9.80819758,7.61175884 L9.89017341,9.42465553 L10.9900158,9.42465553 L10.6347872,4.78872415 Z M13.2306884,4.675 C12.2469785,4.675 11.5228586,5.19679314 11.5228586,6.01293113 C11.5228586,6.70196567 11.9122438,7.13010363 12.9710983,7.4512071 C13.6610615,7.65858643 13.8386758,7.81244851 13.8386758,8.15362095 C13.8386758,8.5081727 13.5517604,8.72224168 13.0872307,8.72224168 C12.6158697,8.72224168 12.2401471,8.55500029 11.8917499,8.2673451 L11.3247504,8.87610376 C11.7141356,9.24403482 12.301629,9.53837967 13.1213873,9.53837967 C14.3032055,9.53837967 15,8.93631066 15,8.07334508 C15,7.21706916 14.4876511,6.85582775 13.5927483,6.57486221 C12.8549658,6.34741392 12.6773516,6.22700012 12.6773516,5.93265527 C12.6773516,5.63831042 12.923279,5.47775868 13.3126642,5.47775868 C13.6952181,5.47775868 14.0231214,5.60486214 14.3510247,5.86575871 L14.8702049,5.27037935 C14.4534945,4.88237933 13.9548082,4.675 13.2306884,4.675 Z" id="sms-bubble" fill="#50E3C2"></path>
+    </g>
+</svg>
\ No newline at end of file
diff --git a/spec/controllers/integration/exchange_spec.rb b/spec/controllers/integration/exchange_spec.rb
new file mode 100644
index 000000000..56581a250
--- /dev/null
+++ b/spec/controllers/integration/exchange_spec.rb
@@ -0,0 +1,46 @@
+require 'rails_helper'
+
+RSpec.describe 'Exchange integration endpoint', type: :request do
+  before { authenticated_as(admin_with_admin_user_permissions) }
+
+  let(:admin_with_admin_user_permissions) do
+    create(:user, roles: [role_with_admin_user_permissions])
+  end
+
+  let(:role_with_admin_user_permissions) do
+    create(:role).tap { |role| role.permission_grant('admin.integration') }
+  end
+
+  describe 'EWS folder retrieval' do
+    # see https://github.com/zammad/zammad/issues/1802
+    context 'when no folders found (#1802)' do
+      let(:empty_folder_list) { { folders: {} } }
+
+      it 'responds with an error message' do
+        allow(Sequencer).to receive(:process).with(any_args).and_return(empty_folder_list)
+
+        post api_v1_integration_exchange_folders_path,
+             params: {}, as: :json
+
+        expect(json_response).to include('result' => 'failed').and include('message')
+      end
+    end
+  end
+
+  describe 'autodiscovery' do
+    # see https://github.com/zammad/zammad/issues/2065
+    context 'when Autodiscover gem raises Errno::EADDRNOTAVAIL (#2065)' do
+      let(:client) { instance_double('Autodiscover::Client') }
+
+      it 'rescues and responds with an empty hash (to proceed to manual configuration)' do
+        allow(Autodiscover::Client).to receive(:new).with(any_args).and_return(client)
+        allow(client).to receive(:autodiscover).and_raise(Errno::EADDRNOTAVAIL)
+
+        post api_v1_integration_exchange_autodiscover_path,
+             params: {}, as: :json
+
+        expect(json_response).to eq('result' => 'ok')
+      end
+    end
+  end
+end
diff --git a/spec/factories/channel.rb b/spec/factories/channel.rb
index dbbdc33d7..625f09504 100644
--- a/spec/factories/channel.rb
+++ b/spec/factories/channel.rb
@@ -1,9 +1,11 @@
 FactoryBot.define do
   factory :channel do
-    area        'Email::Dummy'
-    group       { ::Group.find(1) }
-    active      true
-    options     {}
-    preferences {}
+    area         'Email::Dummy'
+    group        { ::Group.find(1) }
+    active       true
+    options      {}
+    preferences  {}
+    updated_by_id 1
+    created_by_id 1
   end
 end
diff --git a/spec/lib/import/exchange/folder_spec.rb b/spec/lib/import/exchange/folder_spec.rb
index f11949d23..65dead1ad 100644
--- a/spec/lib/import/exchange/folder_spec.rb
+++ b/spec/lib/import/exchange/folder_spec.rb
@@ -2,6 +2,7 @@ require 'rails_helper'
 
 RSpec.describe Import::Exchange::Folder do
   # see https://github.com/zammad/zammad/issues/2152
+
   describe '#display_path (#2152)' do
     let(:subject)            { described_class.new(ews_connection) }
     let(:ews_connection)     { Viewpoint::EWSClient.new(endpoint, user, pass) }
diff --git a/spec/models/channel/driver/sms/massenversand_spec.rb b/spec/models/channel/driver/sms/massenversand_spec.rb
new file mode 100644
index 000000000..6a251cf2f
--- /dev/null
+++ b/spec/models/channel/driver/sms/massenversand_spec.rb
@@ -0,0 +1,72 @@
+require 'rails_helper'
+
+RSpec.describe Channel::Driver::Sms::Massenversand do
+  it 'passes' do
+    channel = create_channel
+
+    stub_request(:get, url_to_mock)
+      .to_return(body: 'OK')
+
+    api = channel.driver_instance.new
+    expect(api.send(channel.options, { recipient: receiver_number, message: message_body })).to be true
+  end
+
+  it 'fails' do
+    channel = create_channel
+
+    stub_request(:get, url_to_mock)
+      .to_return(body: 'blocked receiver ()')
+
+    api = channel.driver_instance.new
+    expect { api.send(channel.options, { recipient: receiver_number, message: message_body }) }.to raise_exception(RuntimeError)
+  end
+
+  private
+
+  def create_channel
+    FactoryBot.create(:channel,
+                      options: {
+                        adapter: 'sms/massenversand',
+                        gateway: gateway,
+                        sender: sender_number,
+                        token: token
+                      },
+                      created_by_id: 1,
+                      updated_by_id: 1)
+  end
+
+  def url_to_mock
+    params = {
+      authToken: token,
+      getID: 1,
+      msg: message_body,
+      msgtype: 'c',
+      receiver: receiver_number,
+      sender: sender_number
+    }
+
+    gateway + '?' + URI.encode_www_form(params)
+  end
+
+  # api parameters
+
+  def gateway
+    'https://gate1.goyyamobile.com/sms/sendsms.asp'
+  end
+
+  def message_body
+    'Test'
+  end
+
+  def receiver_number
+    '+37060010000'
+  end
+
+  def sender_number
+    '+491000000000'
+  end
+
+  def token
+    '00q1234123423r5rwefdfsfsfef'
+  end
+end
diff --git a/spec/models/channel/driver/sms/twilio_spec.rb b/spec/models/channel/driver/sms/twilio_spec.rb
new file mode 100644
index 000000000..9078c4d94
--- /dev/null
+++ b/spec/models/channel/driver/sms/twilio_spec.rb
@@ -0,0 +1,71 @@
+require 'rails_helper'
+
+RSpec.describe Channel::Driver::Sms::Twilio do
+  it 'passes' do
+    channel = create_channel
+
+    stub_request(:post, url_to_mock)
+      .to_return(body: mocked_response_success)
+
+    api = channel.driver_instance.new
+    expect(api.send(channel.options, { recipient: '+37060010000', message: message_body })).to be true
+  end
+
+  it 'fails' do
+    channel = create_channel
+
+    stub_request(:post, url_to_mock)
+      .to_return(status: 400, body: mocked_response_failure)
+
+    api = channel.driver_instance.new
+
+    expect { api.send(channel.options, { recipient: 'asd', message: message_body }) }.to raise_exception(Twilio::REST::RestError)
+    expect(a_request(:post, url_to_mock)).to have_been_made
+  end
+
+  private
+
+  def create_channel
+    FactoryBot.create(:channel,
+                      options: {
+                        account_id: account_id,
+                        adapter: 'sms/twilio',
+                        sender: sender_number,
+                        token: token
+                      },
+                      created_by_id: 1,
+                      updated_by_id: 1)
+  end
+
+  # api parameters
+
+  def url_to_mock
+    "https://api.twilio.com/2010-04-01/Accounts/#{account_id}/Messages.json"
+  end
+
+  def account_id
+    'ASDASDAS3213424AD'
+  end
+
+  def message_body
+    'Test'
+  end
+
+  def sender_number
+    '+15005550006'
+  end
+
+  def token
+    '2345r4erfdvc4wedxv3efds'
+  end
+
+  # mocked responses
+
+  def mocked_response_success
+    '{"sid": "SM07eab0404df148a4bf3712cb8b72e4c2", "date_created": "Fri, 01 Jun 2018 06:11:19 +0000", "date_updated": "Fri, 01 Jun 2018 06:11:19 +0000", "date_sent": null, "account_sid": "AC5989ff24c08f701b8b1ef09e1b79cbf8", "to": "+37060010000", "from": "+15005550006", "messaging_service_sid": null, "body": "Sent from your Twilio trial account - Test", "status": "queued", "num_segments": "1", "num_media": "0", "direction": "outbound-api", "api_version": "2010-04-01", "price": null, "price_unit": "USD", "error_code": null, "error_message": null, "uri": "/2010-04-01/Accounts/AC5989ff24c08f701b8b1ef09e1b79cbf8/Messages/SM07eab0404df148a4bf3712cb8b72e4c2.json", "subresource_uris": {"media": "/2010-04-01/Accounts/AC5989ff24c08f701b8b1ef09e1b79cbf8/Messages/SM07eab0404df148a4bf3712cb8b72e4c2/Media.json"}}'
+  end
+
+  def mocked_response_failure
+    '{"code": 21211, "message": "The \'To\' number asd is not a valid phone number.", "more_info": "https://www.twilio.com/docs/errors/21211", "status": 400}'
+  end
+end
diff --git a/spec/models/trigger/sms_spec.rb b/spec/models/trigger/sms_spec.rb
new file mode 100644
index 000000000..74defa3ae
--- /dev/null
+++ b/spec/models/trigger/sms_spec.rb
@@ -0,0 +1,32 @@
+require 'rails_helper'
+
+RSpec.describe Trigger do
+
+  describe 'sms' do
+
+    it 'sends interpolated, html-free SMS' do
+      customer = create(:customer_user)
+      agent = create(:agent_user)
+      another_agent = create(:admin_user, mobile: '+37061010000')
+      Group.lookup(id: 1).users << another_agent
+
+      channel = create(:channel, area: 'Sms::Notification')
+      trigger = create(:trigger,
+                       disable_notification: false,
+                       perform: {
+                         'notification.sms': {
+                           recipient: 'ticket_agents',
+                           body:      'space&nbsp;between #{ticket.title}', # rubocop:disable Lint/InterpolationCheck
+                         }
+                       })
+
+      ticket = create(:ticket, customer: customer, created_by_id: agent.id)
+      Observer::Transaction.commit
+
+      triggered_article = Ticket::Article.last
+
+      expect(triggered_article.body.match?(/space between/)).to be_truthy
+      expect(triggered_article.body.match?(ticket.title)).to be_truthy
+    end
+  end
+end
diff --git a/test/data/twilio/inbound_sms1.json b/test/data/twilio/inbound_sms1.json
new file mode 100644
index 000000000..9891c5046
--- /dev/null
+++ b/test/data/twilio/inbound_sms1.json
@@ -0,0 +1,21 @@
+{
+  "ToCountry": "DE",
+  "ToState": "",
+  "SmsMessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6a",
+  "NumMedia": "0",
+  "ToCity": "",
+  "FromZip": "",
+  "SmsSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6a",
+  "FromState": "",
+  "SmsStatus": "received",
+  "FromCity": "",
+  "Body": "Ldfhxhcuffufuf. Fifififig.  Fifififiif Fifififiif Fifififiif Fifififiif Fifififiif",
+  "FromCountry": "DE",
+  "To": "+4915700000000",
+  "ToZip": "",
+  "NumSegments": "1",
+  "MessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6a",
+  "AccountSid": "AC78349f4b974f5f6907c513a77d96756d",
+  "From": "+491710000000",
+  "ApiVersion": "2010-04-01"
+}
\ No newline at end of file
diff --git a/test/data/twilio/inbound_sms2.json b/test/data/twilio/inbound_sms2.json
new file mode 100644
index 000000000..7a5d69861
--- /dev/null
+++ b/test/data/twilio/inbound_sms2.json
@@ -0,0 +1,21 @@
+{
+  "ToCountry": "DE",
+  "ToState": "",
+  "SmsMessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6b",
+  "NumMedia": "0",
+  "ToCity": "",
+  "FromZip": "",
+  "SmsSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6b",
+  "FromState": "",
+  "SmsStatus": "received",
+  "FromCity": "",
+  "Body": "Follow up",
+  "FromCountry": "DE",
+  "To": "+4915700000000",
+  "ToZip": "",
+  "NumSegments": "1",
+  "MessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6b",
+  "AccountSid": "AC78349f4b974f5f6907c513a77d96756d",
+  "From": "+491710000000",
+  "ApiVersion": "2010-04-01"
+}
\ No newline at end of file
diff --git a/test/data/twilio/inbound_sms3.json b/test/data/twilio/inbound_sms3.json
new file mode 100644
index 000000000..d7a14893b
--- /dev/null
+++ b/test/data/twilio/inbound_sms3.json
@@ -0,0 +1,21 @@
+{
+  "ToCountry": "DE",
+  "ToState": "",
+  "SmsMessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6c",
+  "NumMedia": "0",
+  "ToCity": "",
+  "FromZip": "",
+  "SmsSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6c",
+  "FromState": "",
+  "SmsStatus": "received",
+  "FromCity": "",
+  "Body": "new 2",
+  "FromCountry": "DE",
+  "To": "+4915700000000",
+  "ToZip": "",
+  "NumSegments": "1",
+  "MessageSid": "SM1bd5330f81336e8b54c2d3d9fc1bcb6c",
+  "AccountSid": "AC78349f4b974f5f6907c513a77d96756d",
+  "From": "+491710000000",
+  "ApiVersion": "2010-04-01"
+}
\ No newline at end of file
diff --git a/test/fixtures/mail67.box b/test/fixtures/mail67.box
new file mode 100644
index 000000000..fe7137702
--- /dev/null
+++ b/test/fixtures/mail67.box
@@ -0,0 +1,19 @@
+Return-Path: <info@example.de>
+X-Original-To: info@example.de
+Delivered-To: m032b9f7@dd38536.example.com
+Received: from dd38536.example.com (dd0801.example.com [1.1.1.1])
+	by dd38536.example.com (Postfix) with ESMTPSA id 343463D42403
+	for <info@example.de>; Wed,  4 Jul 2018 10:02:32 +0200 (CEST)
+MIME-Version: 1.0
+Content-Type: text/plain; charset=ISO-8859-1
+Content-Transfer-Encoding: 8bit
+X-SenderIP: 1.1.1.1
+User-Agent: ALL-INKL Webmail 2.11
+Subject: Testmail - Alias in info@example.de Gruppe
+From: "Bob Smith | deal" <info@example.de>
+To: info@example.de
+Message-Id: <20180704080232.343463D42403@dd38536.example.com>
+Date: Wed,  4 Jul 2018 10:02:32 +0200 (CEST)
+X-KasLoop: m032b9f7
+
+ 
diff --git a/test/integration/twilio_sms_controller_test.rb b/test/integration/twilio_sms_controller_test.rb
new file mode 100644
index 000000000..77ab2fdc7
--- /dev/null
+++ b/test/integration/twilio_sms_controller_test.rb
@@ -0,0 +1,232 @@
+require 'test_helper'
+require 'rexml/document'
+require 'webmock/minitest'
+
+class TwilioSmsControllerTest < ActionDispatch::IntegrationTest
+  setup do
+    @headers = { 'ACCEPT' => 'application/json', 'CONTENT_TYPE' => 'application/json' }
+  end
+
+  test 'basic call' do
+
+    # configure twilio channel
+    bot_id = 123_456_789
+    group_id = Group.find_by(name: 'Users').id
+
+    UserInfo.current_user_id = 1
+    channel = Channel.create!(
+      area: 'Sms::Account',
+      options: {
+        adapter: 'sms/twilio',
+        webhook_token: 'f409460e50f76d331fdac8ba7b7963b6',
+        account_id: '111',
+        token: '223',
+        sender: '333',
+      },
+      group_id: nil,
+      active: true,
+    )
+
+    # create agent
+    agent = User.create!(
+      login: 'tickets-agent@example.com',
+      firstname: 'Tickets',
+      lastname: 'Agent',
+      email: 'tickets-agent@example.com',
+      password: 'agentpw',
+      active: true,
+      roles: Role.where(name: 'Agent'),
+      groups: Group.all,
+    )
+
+    # process inbound sms
+    post '/api/v1/sms_webhook', params: read_messaage('inbound_sms1'), headers: @headers
+    assert_response(404)
+    result = JSON.parse(@response.body)
+
+    post '/api/v1/sms_webhook/not_existing', params: read_messaage('inbound_sms1'), headers: @headers
+    assert_response(404)
+    result = JSON.parse(@response.body)
+
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms1'), headers: @headers
+    assert_response(422)
+    result = JSON.parse(@response.body)
+    assert_equal(result['error'], 'Can\'t use Channel::Driver::Sms::Twilio: #<Exceptions::UnprocessableEntity: Group needed in channel definition!>')
+
+    channel.group_id = Group.first.id
+    channel.save!
+
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms1'), headers: @headers
+    assert_response(200)
+    response = REXML::Document.new(@response.body)
+    assert_equal(response.elements.count, 1)
+
+    ticket = Ticket.last
+    article = Ticket::Article.last
+    customer = User.last
+    assert_equal(1, ticket.articles.count)
+    assert_equal('Ldfhxhcuffufuf. Fifififig.  Fifififiif F...', ticket.title)
+    assert_equal('new', ticket.state.name)
+    assert_equal(group_id, ticket.group_id)
+    assert_equal(customer.id, ticket.customer_id)
+    assert_equal(customer.id, ticket.created_by_id)
+    assert_equal('+491710000000', article.from)
+    assert_equal('+4915700000000', article.to)
+    assert_nil(article.cc)
+    assert_nil(article.subject)
+    assert_equal('Ldfhxhcuffufuf. Fifififig.  Fifififiif Fifififiif Fifififiif Fifififiif Fifififiif', article.body)
+    assert_equal(customer.id, article.created_by_id)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('sms', article.type.name)
+
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms2'), headers: @headers
+    assert_response(200)
+    response = REXML::Document.new(@response.body)
+    assert_equal(response.elements.count, 1)
+
+    ticket.reload
+    assert_equal(2, ticket.articles.count)
+    assert_equal('new', ticket.state.name)
+
+    article = Ticket::Article.last
+    assert_equal('+491710000000', article.from)
+    assert_equal('+4915700000000', article.to)
+    assert_nil(article.cc)
+    assert_nil(article.subject)
+    assert_equal('Follow up', article.body)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('sms', article.type.name)
+    assert_equal(customer.id, article.created_by_id)
+
+    # check duplicate callbacks
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms2'), headers: @headers
+    assert_response(200)
+    response = REXML::Document.new(@response.body)
+    assert_equal(response.elements.count, 1)
+
+    ticket.reload
+    assert_equal(2, ticket.articles.count)
+    assert_equal('new', ticket.state.name)
+    assert_equal(Ticket::Article.last.id, article.id)
+
+    # new ticket need to be create
+    ticket.state = Ticket::State.find_by(name: 'closed')
+    ticket.save!
+
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms3'), headers: @headers
+    assert_response(200)
+    response = REXML::Document.new(@response.body)
+    assert_equal(response.elements.count, 1)
+
+    ticket.reload
+    assert_equal(2, ticket.articles.count)
+    assert_not_equal(Ticket.last.id, ticket.id)
+    assert_equal('closed', ticket.state.name)
+
+    ticket = Ticket.last
+    article = Ticket::Article.last
+    customer = User.last
+    assert_equal(1, ticket.articles.count)
+    assert_equal('new 2', ticket.title)
+    assert_equal(group_id, ticket.group_id)
+    assert_equal(customer.id, ticket.customer_id)
+    assert_equal(customer.id, ticket.created_by_id)
+    assert_equal('+491710000000', article.from)
+    assert_equal('+4915700000000', article.to)
+    assert_nil(article.cc)
+    assert_nil(article.subject)
+    assert_equal('new 2', article.body)
+    assert_equal(customer.id, article.created_by_id)
+    assert_equal('Customer', article.sender.name)
+    assert_equal('sms', article.type.name)
+
+    # reply by agent
+    credentials = ActionController::HttpAuthentication::Basic.encode_credentials('tickets-agent@example.com', 'agentpw')
+    params = {
+      ticket_id: ticket.id,
+      body: 'some test',
+      type: 'sms',
+    }
+    post '/api/v1/ticket_articles', params: params.to_json, headers: @headers.merge('Authorization' => credentials)
+    assert_response(201)
+    result = JSON.parse(@response.body)
+    assert_equal(Hash, result.class)
+    assert_nil(result['subject'])
+    assert_equal('some test', result['body'])
+    assert_equal('text/plain', result['content_type'])
+    assert_equal(agent.id, result['updated_by_id'])
+    assert_equal(agent.id, result['created_by_id'])
+
+    stub_request(:post, 'https://api.twilio.com/2010-04-01/Accounts/111/Messages.json')
+      .with(
+        body: {
+          'Body' => 'some test',
+          'From' => '333',
+          'To' => nil,
+        },
+        headers: {
+          'Accept' => 'application/json',
+          'Accept-Charset' => 'utf-8',
+          'Accept-Encoding' => 'gzip;q=1.0,deflate;q=0.6,identity;q=0.3',
+          'Authorization' => 'Basic MTExOjIyMw==',
+          'Content-Type' => 'application/x-www-form-urlencoded',
+          'User-Agent' => 'twilio-ruby/5.10.2 (ruby/x86_64-darwin16 2.4.4-p296)'
+        }
+      ).to_return(status: 200, body: '', headers: {})
+
+    assert_nil(article.preferences[:delivery_retry])
+    assert_nil(article.preferences[:delivery_status])
+
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    article = Ticket::Article.find(result['id'])
+    assert_equal(1, article.preferences[:delivery_retry])
+    assert_equal('success', article.preferences[:delivery_status])
+
+  end
+
+  test 'customer based on already existing mobile attibute' do
+
+    customer = User.create!(
+      firstname: '',
+      lastname: '',
+      email: 'me@example.com',
+      mobile: '01710000000',
+      note: '',
+      updated_by_id: 1,
+      created_by_id: 1,
+    )
+    Observer::Transaction.commit
+    Scheduler.worker(true)
+
+    # configure twilio channel
+    bot_id = 123_456_789
+    group_id = Group.find_by(name: 'Users').id
+
+    UserInfo.current_user_id = 1
+    channel = Channel.create!(
+      area: 'Sms::Account',
+      options: {
+        adapter: 'sms/twilio',
+        webhook_token: 'f409460e50f76d331fdac8ba7b7963b6',
+        account_id: '111',
+        token: '223',
+        sender: '333',
+      },
+      group_id: group_id,
+      active: true,
+    )
+
+    post '/api/v1/sms_webhook/f409460e50f76d331fdac8ba7b7963b6', params: read_messaage('inbound_sms1'), headers: @headers
+    assert_response(200)
+    response = REXML::Document.new(@response.body)
+    assert_equal(response.elements.count, 1)
+
+    assert_equal(User.last.id, customer.id)
+  end
+
+  def read_messaage(file)
+    File.read(Rails.root.join('test', 'data', 'twilio', "#{file}.json"))
+  end
+end
diff --git a/test/unit/notification_factory_renderer_test.rb b/test/unit/notification_factory_renderer_test.rb
index 1bca33044..1eb6cb6c9 100644
--- a/test/unit/notification_factory_renderer_test.rb
+++ b/test/unit/notification_factory_renderer_test.rb
@@ -583,4 +583,56 @@ class NotificationFactoryRendererTest < ActiveSupport::TestCase
 
   end
 
+  test 'methods with single Integer parameter' do
+
+    template = "\#{ticket.title.first(3)}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('<b>'), result)
+
+    template = "\#{ticket.title.last(4)}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML('</b>'), result)
+
+    template = "\#{ticket.title.slice(3, 4)}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal(CGI.escapeHTML("\#{ticket.title.slice(3,4) / invalid parameter: 3,4}"), result)
+
+    template = "\#{ticket.title.first('some invalid parameter')}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal("\#{ticket.title.first(someinvalidparameter) / invalid parameter: someinvalidparameter}", result)
+
+    template = "\#{ticket.title.chomp(`cat /etc/passwd`)}"
+    result = described_class.new(
+      {
+        ticket: ticket,
+      },
+      'en-us',
+      template,
+    ).render
+    assert_equal("\#{ticket.title.chomp(`cat/etc/passwd`) / not allowed}", result)
+  end
 end