Trigger and attachment needed for Instagram Direct stories reactions
Hi Team,
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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Same need here: tickets created from stories' reactions containing only 😍 or 🔥are a waste of time for agents, CSAT is sent when solved and customers don't understand why.
We also had to turn off the autoresponder because people were getting an acknowledgment of their reactions.
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I totally agree. The information that the message is a response to stories is important, and it would be absolutely best if the specific stories were also displayed in the ticket. Now our agents have to check the Instagram app.
We also get tagged in customer's stories. As part of building a great relationship with our customers, we always want to say thank you and respond to such tagging. Unfortunately, no ticket is generated in Zendesk in this case and agents have to check the Instagram app again. I suggest that a new ticket is also created where the customer's stories will be available to preview as an image.
Thanks. -
Same here. Our clients always have to ask "Hi, can you tell me on which story you answered" because the customers just write "How is the measurement?" or "Where can I buy it?" - We have to see on what story the customer reacts or write.
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Is there a workaround already for this one? Please need help for this.
Thank you!
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Any news to this?
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Passando o mesmo por aqui.
O ideial mesmo é que já venha identificado se o ticket é apenas uma reação ou não. -
Hello, we are also receiving plenty tickets with only reactions to stories. As we are an instagram brand and have many stories life, our agents cannot always check our instagram to answer our customers correctly. This is very frustrating for our agents and also time consuming. Is this update on the Zendesk roadmap any time soon?
Also will it ever be possible to see the instagram handle of our customers in the created ticket?
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