About messaging channels for the Zendesk Agent Workspace

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11 Comments

  • DBTI Zendesk

    Hi, Just to clarify, this only available for Support Suite right? Standalone Support is not applicable?

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  • Brett Bowser
    Zendesk Community Team

    Hey DBTI,

    You are correct and you need to have both Support Suite and Agent Workspace to use this feature.

    Let us know if you have any other questions!

    1
  • Wong Kar Min

    Hi, Zendesk support professional also can have social messaging add on right?

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  • Brett Bowser
    Zendesk Community Team

    Hey Wong,

    Yes this is available as an add-on for the Professional plan :)

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  • Farhan Virji

    Is it possible to receive comments users leave on our social posts as well?  For example, if we post content on FB, and someone leaves a comment on that post, we'd like to see that and respond to it - same with other channels like Twitter, Instagram, LinkedIn, and Youtube.

    If this is not possible today, do you have plans to incorporate comments and these additional channels?

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  • Benjamin Stolkin

    We recently upgraded to the suite, we have 2 WhatsApp numbers for different departments, with the suite we cant route them to each department, there is no way to do triggers for different numbers, it feels more like a downgrade to the suite, and your support team looks like they don't know anything about whattsapp

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  • Brett Bowser
    Zendesk Community Team

    Hey Benjamin,

    I see you had a ticket open with our Customer Care team regarding this issue and they were able to get WhatsApp back up and running on your account as of yesterday. Are you still running into any issues on your end?

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  • Benjamin Stolkin

    Yes Brett, same problems, the whatsapp is now running but we cannot route numbers to specific departments as we could before upgrading to the suite, it feels to us like we downgraded

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  • Brett Bowser
    Zendesk Community Team

    Thanks Benjamin! Looks like this may be a product limitation so I'll share this with our Product Managers so they're aware.

    Appreciate you bringing this to our attention!

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  • Oscar Maynard

    Hi, at what point are social messaging tickets considered closed or archived, and a new ticket is started instead of continuing their previous ticket?

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  • Alessandro Battistini
    Zendesk Customer Advocate

    Hi Oscar,

    The social tickets work as normal tickets, in this case the tickets will closed after X days which X depends on your automation that close the solved ticket (Close ticket 4 days after status is set to solved). Then, a closed ticket pass to archived after 120 days: About ticket archiving

    When a requester replies on a closed ticket, it will create a follow-up: Creating a follow-up for a closed ticket

    Let us know if you have any other questions!

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