Currently, if SMS is enabled for a contact, they automatically get an SMS when a ticket is created, and at other times. There appears to be no ability to control this. While SMS is useful for some communications on some tickets, clients do not want to communicate by text on every ticket, and do not want to get a text message every time a ticket is created. For example, a ticket may get created that requires no notification to or input from the end user.
Ideally, SMS would only be sent when specifically chosen for a ticket update. That way we can keep communications with clients relevant, and not annoy them with unnecessary notifications, especially by text.