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I d look into Eventbridge and it’s integration with Zendesk. https://aws.amazon.com/eventbridge/integrations/. You could react from a status change in zendesk which then triggers an event bridge rule and from there trigger an SNS topic to send sms.
Api would also work, by a bit more tightly coupled dependency gets introduced.
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Thanks! Also found a video how to Integrate Zendesk with EventBridge https://www.youtube.com/watch?v=NakNmzsN6LI