I’m looking at integrating an email to SMS gateway into our Zammad workflow since many of our users use SMS to communicate with us.
The issue I forsee is that follow-up detection in Zammad takes place using the subject line which is not relevant to SMS conversations. When a user replies via SMS, the ticket number and such will not be attached.
The only thing that will persist throughout the conversation will be the email address that the SMS is forwarded with (e.g. all messages from +1-555-555-5555 will come from
15555555555@gateway_address.com and all messages sent to that email address will be forwarded as SMS to that phone number)
Is there a way to force follow-up detection to use the email address of the sender only?