If an individual texts the ticket number they receive a text with the new number for handling the ticket as well as the ticket number assigned to them. However, in Manage, if their cell number is not in the system, or if there are associated with more than 1 company, the company assigned to the ticket is the cat catchall company. When we reassign the ticket to the correct person and company and respond to their ticket, they will receive the response. BUT... if they reply to the text message for the ticket (once we have corrected the company and contact info) they get a new response that says "This ticket may be deleted. Text the ticket creation number to start a new support request."