SMS Canned Responses
Just like in ticket comments, add the ability to have canned SMS responses.
Aron Bert commented
I agree, sometimes you go to a customer and perform work on-site then get back to close the ticket and they get a SMS saying we can schedule a time to deliver the PC since we are an on-site repair company.
Also for completed tickets, have the ability to see and change the outgoing text message. We have different locations and store hours, and it presents problems when you are trying to notify the customer ahead of time that their order is complete, but may not be ready for pickup until the next business day.