When social messaging is enabled, messages to your company’s social messaging channels such as WhatsApp, LINE, WeChat, Facebook, and Twitter become tickets.
You also have the social messaging notifier and some additional ticket views—both will help you find the social messaging tickets that are assigned to you or need to be assigned to an agent. You can reply to social messaging tickets from the ticket interface just like any other ticket.
If you are working with WhatsApp tickets, be sure to review Working with WhatsApp tickets and the 24-hour rule.
This article includes these sections:
About the social messaging notifier
The social messaging notifier includes two tabs—one for tickets that have been assigned to you, and one for tickets that have not been assigned to an agent yet. Icons on the left side indicate the status of the ticket (for example, Open). Icons on the right indicate which social messaging channel is being used. However, you can't sort the tickets that appear in the notifier.
Under each user name in the notifier, the status of the conversation appears. It will be one of these two options:
- Started a new chat: This is the conversation status for all new social messaging tickets. The end user mentioned in the notifier started a new conversation with your business using a social messaging channel.
- Replied to the conversation: This is the conversation status for all other social messaging tickets. The end user mentioned in the notifier replied to the social messaging conversation.
Social messaging tickets include a Reply with Social Messaging button in the ticket interface. The reply will be sent from the social message account indicated in the ticket interface.
If your company uses multiple social messaging accounts with Support, you will see different social messaging account numbers in different social messaging tickets.
Other things to note:
- End user profiles include special social messaging fields (see Merging user accounts after customers contact you from social messaging channels).
- The ticket interface includes special social messaging tags and fields (see Social messaging tags on tickets).
- Your account will include two additional ticket views: Your social messaging tickets and Unassigned social messaging tickets (see Using “Load more tickets” and ticket views to find social messaging tickets).
- Your administrator may have adjusted business rules based social messaging channels (see Adjusting views and business rules for WhatsApp tickets).
About social messaging tags and fields on tickets
Social messaging tickets include these special tags:
- A special tag that indicates what social messaging channel was used.
- A messaging_support tag that indicates that the ticket is a social messaging ticket.
- Social Messaging Channel Info includes all of the information that Zendesk has about the social messaging channel that was used by agents to reply to the ticket.
Technically, you can remove the tags from the ticket, just like any other tag, but we strongly advise you to leave them alone. If you remove them, these things happen:
- The ticket no longer appears in your social messaging ticket views.
- The ticket no longer appears in the social messaging notifier.
- Reporting will be affected.
About user accounts created from social messaging channels
The first time an end user reaches out to you using a social messaging channel, a new user account is created for them. If your company has multiple social messaging phone numbers, this happens each time each an end user uses the phone number for the first time.
If the end user contacted you before from a different channel (for example, Facebook or Twitter), merge their new user account with their old one, so that their tickets are associated with a single account (see Merging a user’s duplicate account).
End user profiles include a field called Social Messaging User Info, which includes all of the user information pushed to Zendesk from the social messaging channels used by the end user to create tickets.
The end user’s social messaging phone number appears in their profile.
Viewing lists of social messaging tickets
You can use the social messaging notifier to view a list of social messaging tickets that are assigned to you and tickets that haven’t been assigned to an agent yet.
To view a list of social messaging tickets
- Click the social messaging icon () in the top bar in upper-right corner.
The icon includes a red dot when there are new, unassigned social messaging tickets that need your attention.
- From the Assigned to you tab, review the tickets that are assigned to you (this tab opens by default).
The status of these tickets is new or open.
- Click the Unassigned tab to view tickets that haven’t been assigned to an agent yet.
All unassigned social messaging tickets appear in this list, regardless of their status.
- If you want to view more social messaging tickets, you can click Load more tickets, if it appears.
This option only appears if there are more than 20 tickets.
When you click Load more tickets from the social messaging notifier, the notifier closes and a view of social messaging tickets opens in the agent interface. The view is based on the tab you were viewing, either new and open social messaging tickets are assigned to you or social messaging tickets that are unassigned.
Ask your administrator whether your company has any shared views for social messaging tickets. If needed, you can create personal views of social messaging tickets using social messaging conditions (see Adjusting business views and business rules).
Replying to social messaging tickets from the ticket interface
Before you reply to a social messaging ticket, check with your administrator to find out whether your company uses triggers or automations that affect social messaging tickets.
Also, if you are replying to a WhatsApp ticket, make sure you understand how WhatsApp’s 24-hour rule affects replies. This is something important and specific to WhatsApp tickets.
To reply to a social messaging ticket from the ticket interface
- Click the social messaging icon () in the upper-right corner to open the social messaging notifier, then open a social messaging ticket.
- (Optional) Merge the user’s profile with other existing profiles before you reply (see About user accounts created from social messaging channels).
- Click Reply with Social Messaging and then type your reply into the field.
The reply will be sent from the social messaging account indicated in the ticket interface.
If your company uses multiple social messaging accounts with Support, you may see different social messaging account numbers in different social messaging tickets for this reason.
- (Optional) Attach a picture or file.
You can't add attachments to public replies in Facebook tickets, including replies to posts, comments, and direct messages.
- (Optional) Apply any macros you want to use.
With WhatsApp, macros work as long as WhatsApp’s 24-hour rule is observed.
- Submit the ticket with the appropriate status.
With WhatsApp tickets, the end user receives the reply from WhatsApp, if WhatsApp’s 24-hour rule was observed. If it wasn’t, the reply fails and is not delivered to the end user. Error messages about the failure display in the upper-right portion of the agent interface and in the Events log.
- (Optional) Click Conversations under the active comment area, then select Events.
Notice there is a new event that states that the comment was sent to the social messaging channel. This means that Support attempted to send the comment to the end user through the social messaging channel.
With WhatsApp, whether the reply was actually received still depends on if WhatsApp’s 24-hour rule was observed.
Searching for social messaging users and tickets
You can search for social messaging users and tickets using data from specific fields located in end user profiles and tickets.
To search for social messaging users and tickets, do any of the following
Search for end users based on their social messaging phone number, and then see all of the tickets associated with that end user.
The search results will include both social messaging tickets and non-social messaging tickets.There is no method for running a search that shows only the social messaging tickets associated with a particular social messaging phone number. For finding WhatsApp user ticket specifically, see the procedure below.
Search for end users based on data in the Social Messaging User Info field (see Social messaging tags and fields on tickets).
Search for tickets based on data in the Social Messaging Channel Info field (see Social messaging tags and fields on tickets).
To find an end user’s WhatsApp tickets by searching for their phone number
- Click the Search icon () in the toolbar in the upper-right hand corner.
- In the search field, enter the whatsapp user property keyword, followed by a colon, and then any part of the WhatsApp number in parentheses. For example:
It is important to use the parentheses operator (“ ”) around the number to get the best results. If there are any symbols in the WhatsApp Phone Number field (in the user’s profile) you also need to include them.
For example, you can find the phone number +1(123)123-3211 with these searches:
However, these searches won’t find this number:
- Press Enter to run the search.
- In the results, click the Users tab.
- Find the end user associated with the WhatsApp number you are trying to find.
Keep in mind that you may see multiple end users in the search results, depending on the numbers you entered. For example, if you entered an area code only, but not the whole phone number.
- Click the end users name to open their profile, and view all of the tickets associated with that end user (including their non-WhatsApp tickets).
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