https://sierramadreresearch.zendesk.com/hc/en-us/articles/4409904332059-SMSBump-Ticket-Handling
File: https://docs.google.com/document/d/19TfzkWTgMyI31s5N4mv6Y2p71YMCf-m8eHZotoYCIkM/edit
A sample message from Zendesk. 
Search the phone number in Zendesk. If there is a previous communication, assign the ticket to the support agent who previously assisted the customer.
If there's no existing communication yet, address the ticket appropriately.
Go to Shopify: https://sierra-madre-research.myshopify.com/admin
Click Apps.
Scroll down and look for SMSBump Marketing and Automation.
Click Chat.
Search for the phone number.
Address the concern of the customer and click Send.
Archive the message after resolving the inquiry.
Update the Zendesk ticket, then submit it as Solved.
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