Replies from SMS messages opening a new ticket | Community
Skip to main content

Replies from SMS messages opening a new ticket

  • April 13, 2022
  • 3 replies
  • 0 views
Brian39

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 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?

 

Many thanks,

Brian

    3 replies

    J
    • Joyce15
    • April 18, 2022
    Hi Brian,
     
    What you have observed is expected behavior. If your customers respond to your proactive outbound texts, that will create a new ticket. Because of this, it is recommended that you set the proactive text ticket status to closed with the use of a trigger. 
     
    Check the Start a text conversation with proactive outbound texts article for more information
    Brian39
    • Brian39
    • Author
    • April 19, 2022

    Hi Joyce,

     

    Thanks for the information. I am aware that this is the current, expected, normal behaviour but I'm trying to figure out if there is some way, or trigger I can create, that would merge those tickets with the existing one that generated the SMS in the first place. Is there a unique identifier that could be used for example?

     

    Many thanks,

    Brian

    J
    • Joyce15
    • April 19, 2022
    It looks like there isn't a native way to automatically merge SMS tickets even via a trigger as there's no trigger action available for ticket merging.
     
    You may want to consider using a third-party app for this activity such as the Auto Merge app in our Marketplace.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
    Terms & ConditionsCookie settingsAccessibility statement