I was just wondering if someone could assist me with the issue I have with SMS replies opening new tickets.
For example, we have an automated system that will email out to a sub set of users mobile numbers when a ticket is created. However, if we are to reply to that SMS text, instead of adding the reply to the ticket that was opened, it will reopen a new ticket upon the response meaning we have to merge the new ticket to the original ticket.
Is there any way that Zendesk Talk can allow for SMS replies to be added to the original ticket that was logged and not open a new ticket?
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