Why does a system update route my social messaging tickets?

Question

When I look at the ticket events, I see that the ticket in question was routed to a different group by a system update. Why does this happen to my social messaging tickets?

Answer

This is typically because the ticket group specified in the initial routing is not enabled for Chat. Confirm this by navigating to the Chat dashboard and then following this path: Settings > Departments. Once you are on this page, check if the relevant groups have been enabled for Chat.

To ensure tickets are routed correctly, select each group that will be routed social messaging tickets and enable them for Chat.

For more information, see these articles:

• How migrating to messaging impacts Chat settings 
• Mapping Chat departments to Support groups 

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.