About messaging channels for the Zendesk Agent Workspace

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13 Comments

  • 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?

    0
  • Alessandro Battistini

    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!

    -2
  • Oscar Maynard

    Hi,

    I'd like to social messaging conversations to return to Open when the requester replies. I've set up the trigger below, but it doesn't seem to work? 

     

    0
  • Neil
    Zendesk Customer Care

    Hi Oscar,

    I've created a separate ticket on your behalf so that we can further discuss and troubleshoot this issue you posted.

    0
  • Johannes Ganter

    Hey guys, has the problem mentioned above by @... been resolved? Is it possible to route multiple WhatsApp numbers to specific groups? As in, can I route number X to Group 1 and number Y to Group 2?

    0
  • Andrea Michinski

    I would be so grateful if someone could help me with a few questions. I tried to put in a support ticket, but my ticket was closed. I am receiving the following canned response in tickets from Facebook messenger, "How did your chat go?" I can't figure out how this is getting auto-added to the ticket?

    Also, I am trying to understand how to avoid Social media Conversations and tickets coming in tandem? The article states, change your settings to ensure this does not happen. Which settings? Thank you for your assistance. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Andrea, it looks like someone's helping you with your questions in your ticket. Let us know if you don't hear back in the next day or two. Thanks!
    0
  • Andrea Michinski

    Dave, to be honest, not really! This is very confusing. 

    1
  • Anh Le

    My Twitter also randomly send "How did your chat go?". How can I get rid of it?

     

    1
  • Beans Pineda

    Me and my colleagues and our sister companies hate the new workspace. Especially when you respond to a new and existing ticket, we cannot see the compose message box when typing . We can no longer use our tablet and phone to answer urgent tickers. Desktop Site option won't help. I am going back and forth with your support. What a journey. Let your Devs use their phones and tablet to test the interface, so you will know what I am saying. Please fix!

    1
  • Dainne Lucena
    Zendesk Customer Care

    Hi Anh Le

    That would be the CSAT request trigger for your messaging channels. You can get it deactivated by following the steps here

    Hi Beans Pineda

     

    I went ahead & created a ticket on your behalf so we can look into the issues your team is experiencing with the new agent workspace. I apologize for the inconvenience that your team is experiencing. Hopefully, we can get this resolved in no time! Please keep an eye out for our update via email. 

    0
  • Legacy Admin

    Hi, browsing through all the articles about messaging, I don’t see anywhere that talks about basic sms text messaging as a channel. Am I missing something?

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  • Lisa Kelly
    Zendesk Documentation Team

    Legacy Admin
    For information on text messages, see this section of the help center:
    Setting up and using Text

    1

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