How does Zammad handle incoming SMS articles as it pertains to existing tickets?

Technical assistance
1

Infos:

  • Used Zammad version: Zammad version 6.2.0-1706605597.530c7efe.jammy
  • Used Zammad installation type: (source, package, docker-compose, …) Package
  • Operating system: Zammad hosted on Ubuntu 22.04
  • Browser + version: Chrome 121.0.6167.140

Expected behavior:

  • Incoming SMS webhooks from my twilio number should create a new ticket for each SMS unless the SMS references an existing ticket

Actual behavior:

  • Incoming SMS webhook articles seem to be created as part of an ongoing SMS initiated ticket if the user has recently created a ticket via SMS.

Steps to reproduce the behavior:

  • So for example, a user places a ticket via SMS (my number is set up via twilio)
  • Ticket is opened, filters run to categorize said ticket based on keywords. Works as expected.
  • The user then texts again a day or so later to place another request. This request has nothing to do with the prior request the user has made.
  • An SMS article is created in the existing ticket the user has made, instead of a new ticket being created for the SMS request.

I suppose I just want some clarity on how this is all supposed to work. If I send an email to Zammad, unless the email refers to an existing ticket a new one gets made, right? So why is this not the behavior for SMS? I could understand if I configured something wrong but I don’t have any triggers or workflows that touch SMS aside from one that sends certain tickets to a group if that group is mentioned in the text of the article.

2

Hi @BlakeAvery. When there is an SMS sent to your system, Zammad is looking for a ticket that is not in any closed, merged or removed state and this ticket will be used for further usage. This is how it is designed and should work.

3

Appreciate the response!
I think what I’ll end up doing here is making some sort of SMS gateway that would implement this behavior.
Am I correct in assuming that when I open a ticket via API, I can simply just set the article type as SMS? If so, I could simply just have a program that intercepts texts first, and then if it meets my criteria for a ticket update the program updates that ticket

4

Hi @BlakeAvery. I guess you need to play around with it if the current implemented approach in Zammad itself does not fit for your use cases.

5

That’s likely what I’ll do here. I already have some custom workflows for onboarding via API so this should be nothing too crazy. Thank you for the guidance!

6

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