two tickets via social media... how to stop the 'Conversation with....

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3 Kommentare

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Vincent Sparreboom,

    You seem to have integrated the Facebook page and Messenger separately. If you do not wish to keep the messaging ticket, you can remove the Messenger channel from Admin Center > Channels Messaging and social > Messaging. Hover over the channel, click the ellipsis on the right and select Delete.

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  • Vincent Sparreboom

    Hi Ahmed, thank you for helping out. 

    Removing the channel will remove the double tickets and notifications? I still want to be able to reply to messages in Zendesk. 

    And we get the notification also when customers message us via IG. 

    I don't really understand how Zendesk deals with pages and channels. What is the difference between a page and a channel? 

    I want to use zendesk to reply to the DM's but I don't want to get two tickets and notification everytime someone sends one message via FB and IG. 

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  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Vincent Sparreboom,

    I know it's a bit confusing. To summarise it in a few words, there are currently 2 Facebook channels within Zendesk:

    • The original channel integrates posts AND private messages in creates tickets for them. You can read about it here.
    • A newer 'messaging' channel only dedicated to private messages. You can read more about it here. If you are to enable it on your account, which it seems like you already did, you should disable private messages from the above mentioned channel to avoid double tickets. Alternatively, you can decide to keep using the original Facebook channel and remove the messaging "Messenger" channel altogether. You can read more about migrating messenger tickets from the above mentioned channel to the messaging ones here.

    You also need to pay attention that messaging tickets are a different from normal tickets. For starters, they are conversational, continuous, and asynchronous. They simulate the behaviour that you would expect from social messaging 1-on-1 chat and allows for a virtual agent (bot) to provide self-help in a programmable and conversational manner.

    As for the notification, this seems like a trigger that you probably do not need. First, try to identify which one it is, then you can disable or limit its occurrence. Check out this article to know how to identify it. If you need help, share a screenshot of the events from an example ticket where you want to disable the notifications.

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