Issue symptoms
When I reply on Instagram, the comment isn't reflected in the Zendesk Support ticket.
Resolution steps
Replies made directly within Instagram will not be added to the associated Support ticket. The integration doesn't fetch any agent replies added through Instagram. Agents must reply directly to the ticket in Support for replies to appear on both Zendesk and Instagram.
For more information, see the article: Adding and configuring Instagram Direct.
2 comments
Agnieszka Pacynko
Please take into consideration providing a full view of the ticket when someone responds via Instagram Direct Unfortunately, we are struggling with the same issue. Our Social Media team works through Meta, directly with Instagram, whereas the Support agents operate in a separate environment. When the Support team cannot see the entire conversation, they are unable to respond effectively, as they do not see the responses from the Social Media department. Some inquiries are directed to Support, while others are interactions meant for the Social Media team. Sometimes interactions with the Social Media team need to be forwarded to the Support department, and then there is an issue because Support can only see part of the conversation.
2
Luke Bradshaw
Have the same issues as Agnieszka. It makes for some double-handling and awkward comms for us.
Is there a plan on the roadmap for improving the integration?
0