Hi all,
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 open 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?
I have had a response saying there isn't a native way to automatically merge SMS tickets even via a trigger to merge SMS responses to the original ticket logged, even though the SMS response does reference the original ticket when its created. There is an overly expensive add-on that can achieve this called "Auto Merge" but this is $200 (£153) a month. This is slightly too expensive for what we require it for as we won't need to use this function more than 10 times a year. So I am looking for a workaround or a cheaper solution to merge SMS responses to its original ticket and not to create a new ticket each time a recipient responds.
Could someone please advise if there is a workaround or a cheaper solution?
Many thanks,
Brian