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Outbound Texting

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Matt

2025년 2월 20일에 게시됨

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?

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    Shawna James

    Community Product Feedback Specialist

    Hey Matt,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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