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Is there a way to get inbound and outbound SMS to be on the same ticket
Answered
Posted Jan 18, 2022
Hi there!
Sometimes my team will proactively contact people via SMS, if the person replies it comes through as a brand new ticket, rather than as a reply on the ticket like you get with normal email tickets.
Is there a way to make it all stay on the same chain?
Thanks
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4 comments
Official
Kelly Danner
Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.
We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!
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Beto
Hello Harley, thank you for your question!
It is currently not possible to start SMS conversations proactively in Zendesk. The SMS channel is reserved for replying to end-users that have created a ticket. There is a way to send a SMS notification proactively, by following the steps on this article: Using Text notifications with triggers: Recipes and tips. But as you mentioned, if the end-user replies this will create a new ticket.
We see how this use case could be valuable, so I would recommend that you create a Feedback Post in our Community requesting this feature. As of now, this is a system limitation.
I hope this was helpful!
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Daniel Hamrick
I would also like for the option to have this come back into the same ticket such as when a missed call ticket is created I have a trigger that fires a text to the caller letting them know we received their call, when they text back it creates a new ticket, this causes my agents to have to work both the missed call and mms ticket or at the very least merge them. additionally if they work the mms ticket, there is no option to choose public reply as e-mail only, it sends both text and e-mail which is redundant and unnecessary. the option would be to only work the call from the missed call ticket.
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Shawna James
Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!
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