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I'm experiencing whatsapp delay messages inside the ticket

Answered
Riccardo Centomo

Hi, we have Suite Professional plan and we have an active WhatsApp chanel.

I note a strange behavior in the Support ticket created from the WhatsApp chanel. This is the case:

I'm an administrator agent and i have solved a ticket from WhatsApp chanel so i change the ticket status from open to closed.

After a bit the end-user reopen the ticket by messaging into the same WhatsApp chat. So i see the notify:

but when i open the ticket i can't see the last message (Text of the message: "Test 12"):

I have tried to refresh Chrome also with the ctrl+F5 but i still can't see the last message.

I have find this work around to see the message without waiting every time 10-15 minutes: i change the ticket assignee from my agent to my group and apply the update status to the ticket, so finally i can see the last message:

Someone can help me to understand why this behavior to see the last message with Whatsapp channel?

7 Comments

  • Riccardo Centomo

    Now seems to work fine..

    0
  • Nicole Saunders
    Zendesk Community Manager

    Glad to hear it sorted itself out, Riccardo. Let us know if you start having issues with it again. 

    0
  • Dayana Flores

    I'm having the same issue.

    Can you help me with this? This is a big problem in my operation today.

    I recently added WhatsApp channel to Zendesk using the native channel.

    I had it with a third party app and it was working really good. Now, I have it in Zendesk and it's a disaster for me.

    1
  • Sara Saucedo

    My agents are having similar issues, they can't see all the conversation messages immediatelly, after certain time they become visible (it doesn't matter if they are agent or end-user messages).
    Any idea?

    0
  • Hannah Meier
    Zendesk Customer Care
    Hello Sara,
     
    Then you for reaching out to us. Sorry for the delay in response. However, I hope to have good news for you. This sounds like it was caused by an issue for which we've already deployed a fix on November 18.
     
    Can you let me know if you're still having this issue, and, if so, can you please provide me with a video recording of it happening in your account so I can properly escalate it?
     
    Thanks,
    Hannah
    0
  • Hannah Meier
    Zendesk Customer Care
    Hello,
     
    I just wanted to check in and see if you were still experiencing these issues after the fix was released? If not, can you please gather some recent examples (after November 22)
     
    Best,
    Hannah
    1
  • DEMETER ADMIN

    Yes still

    0

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