We started using Instagram Direct, but now have a problem with the reactions to IG stories coming to Zendesk as tickets. There is no indication if the ticket with an emoji is an actual message, or a reaction to stories.
I reached out to Zendesk Support team with 2 requests:
- Add information to the ticket for the agent to clearly see when the message/reaction is from IG stories
- Enable the use of emojis in trigger conditions for the possibility to automatically close a ticket if the only content is one emoji (=reaction)
In general best would be for reactions to not become tickets at all.
Only written messages would create tickets to Zendesk and the tickets would have a link or attachment of the stories.
Not all agents have access to Instagram DMs to check which stories the reaction/message was meant for, and even if they did, it would be time consuming to search on another platform for messages.
The lack of a link/attachment is a real issue when a customer sends a message "I want to buy this product" and the agent does not know what the customer is referring to.
Can we expect a solution for this issue?
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