Have SMS replies appear in the same ticket that initially sent the SMS

1 댓글

  • Brett - Community Manager
    Zendesk Community Team

    Hi Michael,

    For proactive SMS tickets it's expected behavior that the users response will create a new ticket. This is actually mentioned in our documentation here: Using text notifications with triggers

    I'll leave this post open in case other users want to jump in and offer up alternatives.

    Cheers!

    0

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