Using text as a reply option regardless of what channel customer uses.
We in our organization use Zendesk for Health Care/Social Services. When a customer reaches out, we ask them what their preferred channel of communication is, when they submit a ticket via our website. Some Say they prefer to be texted, even though they reached out via web or email.
It would be very helpful to have "text" as a reply option in any channel someone reaches out to us in, especially if they request that as the proffered channel of communication.
Need text as option here
Dante Zanoni Program Manager, The Connection Initiative.
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