Be able to ignore short message on Twitter and Facebook chat

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Anh Le

Posted Sep 21, 2021

Users often start the conversation on Twitter chat or Facebook messenger by "hi, hello, help", etc.

So I suggest that we have a setting to only create new ticket if the first message is long enough.

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    Stephanie Langlois

    Zendesk Product Manager

    Anh Le This sounds like a perfect bot use case. You can have the bot triage the inquiry and if they require the assistance of an agent the bot can hand off the conversation. Only once the conversation is handed off will a ticket be created. This is a flow that other customers already have in place so your Account Executive should be able to guide you towards getting this set up.

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