Support App event listeners can't detect incoming Chat messages in ticket

2 Kommentare

  • Greg - Community Manager
    Zendesk Developer Support

    Hi Julienne Santos! Thanks for sharing what you've tried so far...I would have at least expected the wildcard to catch something here. Just so that I can try and narrow this down a bit, are you using Agent Workspaces? If so, do you have a sandbox environment where you can see if the issue persists in a non-AW environment? 

    I'll do some research on my end as well to see if this somehow bypasses all of the "normal" ticket update pathways.

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  • Greg - Community Manager
    Zendesk Developer Support

    I realized that this must be an Agent Workspace setup, since that is the only time in which Chat messages would be updated in the ticket! To that end, if I am correct, this is one of the current limitations of Agent Workspaces as we outline in this article: https://develop.zendesk.com/hc/en-us/articles/360055631374#app-limitations-in-the-zendesk-agent-workspace This is something that the team is working on, I'm just not sure of the current roadmap for this feature in particular.

    Let me know if it's not in AW or if you have any other questions!

    Greg Katechis | Developer Support and Enablement Engineer

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