instagram direct message integration- stories attachment in the ticket not reliable in zendesk
Hello team, can I know why instagram stories link or pictures not attached in the ticket while the customer asking us on instagram direct message, it wasting our time to go to our instagram page to figure out which story the customer has inquiry about it then coming back to support in zendesk to replay to the customer, can you check if this issue can be resolved by doing anything or troubleshooting from our side? or this issue and this adds usually not added or attached in!
Kindly we need urgent solution for that case, and we escalated with the product team and there is no solution from their side and advise us to post here.
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Hi Atef,
Thank you for reaching out! When an end-user messages a business's Instagram story, it is expected behavior that only the end-user's message will be displayed in the ticket. There will not be a reference to the Instagram story in the ticket. Hope this helps, and let me know if you need anything else.
Best,
Jordan
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