Hi, we just upgraded our account to Suite and added our FB pages. But now, every time we get a message via social media, Zendesk creates a new ticket with the title 'Conversation with....' and, of course, we get an email notification.
It seems like a view-only ticket with the text 'View only. Only the assigned agent can join a live conversation.'.
I don't understand the purpose of this ticket and how it got generated. Where can I find more info about this? Why does this second ticket get generated, and how do I disable it?
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