how can i make a ticket in support the text the customer instead on emailing?
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first, you will need to add a number that has the capability for text.
This can be done after Verifying your business for Zendesk Talk phone number purchasing.
Please also refer to our article Getting started with Text for more details on the process.
Should you have more questions or issues setting up your Text number to be able to send SMS, please feel free to contact Zendesk Support.