Sending automatic responses to social messages

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10 Comments

  • 科研市集

    Hi Erika Camille Sundian,

    We used app of Social Messaging and finished our SNS connection. How can I set conditions about message content text to trigger ticket's status?

    1
  • Amy Dee
    Zendesk Customer Care

    Hi RD-Joyce! At this time, Support ticket triggers don't fire within a live messaging conversation. You wouldn't be able to fire a ticket trigger based on the autoresponder's text. You should be able to use triggers at ticket creation to get things started, though. There are a lot of different approaches for different social channels, so I recommend checking out our Social Messaging resources page for more ideas.

    I hope this helps!

    0
  • Daniël Nieuwendijk

    It looks like emojis aren't supported?

    0
  • Ntsako Masinge

    Hi Support, 

     

    Need your assistance please.

    The Facebook Messenger messages that do come through Zendesk aren’t kept open, once the agent has replied. When send (or enter) is clicked in response to client, the ticket is closed and it shows to the client that the agent has left the chat.When this happens, it is closed to me on messenger as well, so the client's query goes totally unresolved.In order to recover that ticket, agents need to search through the entire Zendesk, to retrieve the chat.

    Any idea why?

    0
  • Charles Gresula

    Hi Ntsako Masinge,

    It seems that this needs further investigation so I am creating a ticket for this to be further checked.

    0
  • Ntsako Masinge

    Hi Charles Gresula,

    Noted. I will await feedback. Thank you.

    0
  • Charles Gresula

    Hi @Daniël Nieuwendijk

    As per our testing, it appears that you can use/add an emoji in the auto responder. Here's a sample screenshot we did on a test account
     

     
    You just have to manually add the emoji text on the auto responder text to make it work, here's what we did on our test account.

    0
  • Daniël Nieuwendijk

    Thanks for the reply Charles Gresula. I tried again, using a 👋 emoji. Now it works! Maybe I did something wrong earlier.

    0
  • Daniël Nieuwendijk

    In our instance of Zendesk, when a WhatsApp message is received from WhatsApp number xy, the resulting ticket is not attributed to an existing user with phone number xy. This makes it necessary to manually merge users, which in my view should happen automatically and, frankly, is difficult to explain to the team. Can this be added to the feature backlog?

    0
  • Charles Gresula
     
    Hello Daniël‍ ,
     
    I understand that the current setup where WhatsApp (or any social, for that matter) users will create a new identity in Zendesk instead of automatically merging to an existing user is affecting your workflow. I am so sorry for any inconvenience this may have caused.
     
    I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/community/posts/360004391547-Product-feedback-guidelines-how-to-write-a-good-feedback-post].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
     
    0

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