Keeping SMS Conversations Organized

1 Comentários

  • Brandon Tidd
    Community Moderator

    Hi Bryce Richards -

    Sorry to hear you're having difficulty!  Can you help me understand this statement:

    "When we send an outbound text however, based on the guides given by Zendesk, the ticket closes and any response text sent by the requester creates a new ticket."

    I'm not positive, but you should be able to change the requester to the text number and reply to the original submission via text, or at the very least keep the new ticket open for any replies.  This is going to be a far easier solution than trying to route a new ticket back to the original support agent.  Looking forward to your thoughts!

    Brandon

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