I sent a proactive text to one of my end-users, but their reply did not associate them as the requester. Instead a new profile was created and the ticket says 'New text message from user: +XXXXXXX'. Why did this happen?
This is because of the way the phone number on the end-users profile is formatted. If a local number is used, instead of the E.164 format, Zendesk will not match the number to the existing user-profile as the system will not recognize the local number as being the same. When this happens the system creates a brand new profile. This causes the text to create a ticket with the subject 'New Text message from user: +XXXXXXX'. A good way to minimize the chance of this happening, is to always make sure when adding a number to an end-user profile, that it is formatted in the E.164 number format.