Question regarding using SMS as channel for communication with customers/end users. If we have a dialog with a user, it creates a ticket as expected. once that incident/ticket is solved, I would expect that ticket to be resolved and any subsequent communication via SMS with the user would spawn a new ticket but that does not seem to be the case. The reply is added to the end of the thread from the initial ticket.
Is there a "timeout" on a SMS thread or is this expected behavior? The communication with the end user for an issue may be for one type of issue which is solved and then the next communication might be for a different issue.
Perhaps I'm missing an option/configuration to allow this?