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Feedback- Comentarios sobre publicaciones de Instagram | Comments on Instagram posts
Posted May 19, 2022
Es necesario que se pueda ver desde que publicación de Instagram viene el comentario que creo el ticket en Zendesk para poder dar una respuesta mas adecuada. No es muy profesional tener que preguntarle a los clientes a que publicación se refieren. Deberían implementar una herramienta que permita ver la publicación que están comentando.
Si debo ir a Instagram para saber a que se refiere mi cliente entonces se pierde el objetivo de la omnicanalidad en un solo lugar que ofrece Zendesk, no?
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It is necessary to be able to see from which Instagram post the comment that created the ticket in Zendesk came from in order to give a more adequate response. It is not very professional to have to ask clients which publication they are referring to. They should implement a tool that allows them to see the post they are commenting on.
If I have to go to Instagram to find out what my client is referring to, then the goal of omnichannel in one place that Zendesk offers is lost, right?
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English translation added by Zendesk Community Team via Google Translate
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4 comments
Daniel V
It would be a very good option if the integration with Instagram could tell from which publication the reaction has arrived. It is an excellent point that Sebastian is commenting on. Please Zendesk team, stacks, add this functionality to the Instagram Direct channel. They would make many agents very happy!!! Will they be able to add it to your scope?
Please!
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Chris Drylie
HI Daniel V
You should be able to manage this from the channel name trigger feature, within triggers now.
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Daniel V
Hello Chris,
What good news you are giving me.
Do you have any example or article where I can see how to work the case to distinguish from which publication a message came?
Thank you in advance
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Chris Drylie
Daniel V
We have a new trigger condition called Channel Name, if you have your messaging integrations setup with a channel name, you can select the name within the trigger condition and then automatically update tags and any other field you normally would within the ticket.
In this example, I have a X/Twitter DM that comes in via the channel X Chris Test and I can choose that channel name, to set a tag identifying it. This is a simple example, but this should help solve the issue you are facing.
we also have a trigger for public channels as well.
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