New Ticket Created When Customer Responds to SMS


  • Ryan


  • Christopher Kennedy
    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?

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