Matt

When initiating an outbound text to a customer, their response to that message opens up a new ticket, as opposed to staying on the original ticket with the original assignee. This seems to be a change of behavior in regards to the ticketing system? If we create an outbound email and the customer responds to that email, the message stays on the same original ticket thread and with the original assignee, which is the preferred workflow. I am unsure why the outbound texting ticket does not follow this?