Getting started with social messaging

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  • Leroy Wallace

    Can you tell me what is going on with my email and password not working

  • Mars Anderson

    If users hold the same username on their social platform and their ZD customer profile, will their social media DM ticket merge into their ZD profile?

  • Dainne Lucena
    Zendesk Customer Care

    Hi Mars Anderson!

    That at the moment is a known limitation in Agent Workspace with Messaging. 
    Zendesk Support Product won't be able to recognize that those are the same user. In Support, the only unique identifier that can be used is an email address.  


    We do have a 3rd party app that you can try out which is available in the Zendesk Marketplace: Smart End-Users Merge

  • Kurt De La Rosa

    Hey team,

    What is the lag-time associated with a comment/post on a social media channel and when the ticket is auto-generated in Zendesk? Thanks.

  • Jupete Manitas
    Zendesk Customer Care
    Hi Kurt, thanks for writing in! 
    May we confirm if you are referring to delays in ticket conversion from your social media channels to zendesk? Currently, there is no specific topic in our docs and publicly published that there is a lag-time associated with social messaging. Depending on the traffic volume of your channels but tickets should be immediate accordingly. Otherwise, if there is an outage on zendesk or social channels end then pro long delay should be expected. 

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