Is there a way to create a new ticket and use the native Zendesk SMS capability as the channel?
Alternatively, can we switch from an email response to SMS? It appears we can only send SMS when the customer initiated the conversation via SMS.
Outbound SMS
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Hi Jon,
It's not what Zendesk SMS was primarily designed for, but sending proactive outbound texts can be done. You'll need to set up a trigger that is designed to send out the SMS message for any proactive outbound text (the trigger will be looking for a specific tag when a ticket is created), then use the tag when you're creating the ticket you want to send as an SMS. There is an example of this type of trigger here.
It is expected that only tickets that are SMS by default are the ones where the customer reached out via SMS to you, so switching the channel does have to be managed via triggers.
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