New Ticket Created When Customer Responds to SMS

Context

I am trying to build an integration between Klaviyo SMS and Zendesk so when someone responds to our Klaviyo SMS campaigns with a few trigger words (e.g. “help”), we then create a ticket in Zendesk where our agents can respond via SMS.

Problem

I've followed this post so when the Agent responds, their response gets sent back to the requester via SMS. The problem I'm running into is when the requester then responds to the Agent, a new ticket is created. I've also tried to set `channel="sms"` when creating the original ticket but I run into the same issue of a second ticket being created.

Is this expected? Is there a way to ensure that the Requesters response doesn't create a new ticket?

Ryan

January 13, 2022 21:25

Bueller?

Christopher Kennedy

January 18, 2022 16:34

Zendesk Developer Advocacy

Hi Ryan,

This is expected behavior when the ticket channel is not SMS. Though I'd like to focus on what you're experiencing when trying to specify the ticket channel:

I've also tried to set `channel="sms"` when creating the original ticket but I run into the same issue of a second ticket being created.

In my testing I'm seeing the reply get added to the same ticket. Are you passing the channel on creation within the via object (as shown below)?

{"ticket": {
 // other ticket properties
 "via": {
 "channel": "sms"
 }
}}

Also, is the requester's phone number set as a direct line on their user profile?

Best,

New Ticket Created When Customer Responds to SMS

2 Comments

Didn't find what you were looking for?