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.
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?
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