To update the ticket we're texting from instead of creating a new one

When the customer responds to the text it opens a new ticket. Is there a way to have it update the ticket you are texting from? Here it said

"Responses to notifications are placed into a Text ticket, like other inbound Text messages. If the end-user's number doesn't currently have an open ticket, a new ticket is created. If the end-user's number does already have an open ticket, the response is added to that existing ticket"

Automating SMS support with Text triggers – Zendesk help

But in practice, a new ticket is always created even if the customer has open tickets. It is also logical to allow a pending status when we are waiting for a customer response, rather than leaving the ticket in the open status.