Issue symptoms
Agents are unable to respond to an Instagram Direct message in Support.
Resolution steps
Only the assigned agent can join a live Instagram Direct conversation. For steps on how to assign a ticket, see the article: Manually assigning a ticket.
If the assigned agent is unable to respond to the message, then they must be enabled for Chat. Depending on your role, you can update the agent's permissions in a few ways:
For Support admins
- Open Admin Center and navigate to the Team members page.
- Search for the affected agent, and open the agent’s profile page.
For more information, see the article: Setting roles and access in Zendesk Admin Center.
For Chat admins
From the Chat Dashboard, navigate to Settings > Agents > Add agent.
For more information, see the article: Understanding default roles in Zendesk Chat.
Additional resources
If this article doesn't solve your issue, see these articles:
Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.
4 Comments
Hi. We have all agents enabled for Chat, yet when Instagram DM message comes outside working hours, none of the agents can reply to it next morning. Exactly the same problem is with Facebook chat which is the reason why we don't use it in Chat interface. This is the reason why we have reverted to solution where Facebook messages create new tickets. However it seems we can't do that with Instagram direct. Do you have a solution how we can answer to Instagram messages in this case?
I hope all is well with you!
As with Facebook Messenger, Instagram Direct allows a business only seven days to respond to the end-user before the messaging window closes. Since the incoming tickets that you have mentioned are coming within the time frame allowed, your agents should be able to respond to those tickets without any issue. As a ticket generated outside business hours, there won't be the "automatic routing" generated by clicking the "accept button", so the Instagram ticket will remain unassigned on your queue and preferred view.
In this case, if the ticket was created within the time frame allowed to respond, your chat agents will need to use the "Take it" button then submit the ticket status in order for the ticket typing window to be available in the IG ticket.
I hope this helps! If by any chance any unexpected error or message displays, please, I would welcome you to open a ticket with our Zendesk Support team and share some ticket examples with us so we may further investigate this for you!
Hello
I'm also looking to manage Instagram DM as ticket, is there any work around or solution for that?
Currently there's no workaround at this time using our integration. It may be worth taking a look at our app marketplace to see if there's a 3rd party integration available for you. For example, Instagram Channel by HelpHouse.io.
I hope this helps!
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