At the moment, if a customer responds to our outbound text, their reply text will create a new ticket. The new ticket is not assigned to the person who sent the outbound text, which makes it difficult for the agent to have a seamless conversation via SMS with our customers. If another agent had another conversation via SMS with the customer recently, it makes it even more confusing. 

This process needs to be improved. Could we at least personalise the internal note added to the new ticket so we can add in something else than just the comment and the subject line (and then use that info to route the ticket to the agent)?

We've been using the subject line so far to route the ticket automatically to the agent who sent the outbound SMS, but agents sometimes forget to add their name in the subject line and it can make it awkward for multichannel tickets where the customer can see the subject line in emails.