Hi, I have been spending quite some time trying to configure Zendesk to meet the support needs of our business. Currently I'm trying to enable our agents who will not be very well versed in navigating the zendesk system to be able to easily converse with a requester through sms texting if that is their preferred communication method. I've set up triggers that catch what the preferred method of communication field value is in the ticket fields, and then sends the contents of the comment either via email or text. When we send an outbound text however, based on the guides given by zendesk, the ticket closes and any response text sent by the requester creates a new ticket that is caught under the requester's name, but does not get assigned immediately to the agent who had initiated the conversation. Is there any way to set up functionality for this? I'd like it if text conversations with a requester were handled on one ticket at a time, but seeing as the system doesn't seem to be able to work that way, can I atleast have the response go to the agent who sent the initial outbound text? If the system can create an internal note with the last sent comment and ticket number, can you use information from that an internal note in a trigger to maybe achieve this? Any help would be appreciated.
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