Instagram DMs as Tickets instead of ChatsAnswered
We wanted the option to turn Instagram Direct Messages into Tickets that can be assigned to a different department instead of having the messages show up as a chat in our Customer Service Team's queue. Some of the messages we receive are for collaborations that Marketing would handle, but they don't have any options of viewing the request without logging directly into Instagram and we lose visibility into the responses and if there is any collaboration with other departments that are required.
Hi Lucinda -
Ideally, the team that needs to respond to Instagram DMs should have access to Zendesk. With Social Messaging, your team can then use Support triggers to route these conversations to them directly. This will keep these conversations off the CS queue and provide all agents visibility into the responses.
Hello, we would like to also reply to instagram DM as ticket not as chat message.
Or any of you have a work around?
To avoid a repost on an already proposed idea, I will push here. We would also like to have implemented instagram Direct as normal tickets instead of chat, the same way you can do it with Facebook Messenger would be perfect.
Please sign in to leave a comment.