Instagram DMs as Tickets instead of Chats



  • Official comment
    Sarah Darmawan
    Zendesk Product Manager

    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.

  • Frédéric

    Hello, we would like to also reply to instagram DM as ticket not as chat message.


    Or any of you have a work around?

  • Sebastien Guimard

    Hello ! 

    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.


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