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Zendesk Support App - Inability to reply to social media tickets

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Administrator

Posted Dec 25, 2024

Hello,

 

We have been using Zendesk Support Suite for a while now and it has been good so far. We have faced an issue that when we reply to social media tickets coming from Facebook Messenger or Instagram Direct using Zendesk Support App (IOS) it does not deliever the messages to the end user.

We can view the reply in Zendesk using the web but once we check our Facebook or Instagram page we cannot find any reply to our customer, however if we replied using the web to reply it gets delivered to the requester.

 

I have contacted the customer service team and they told me Zendesk Support App is not developed to reply to social media tickets!

 

Why is it not stated in the features of plans and pricing page? and why do you allow me to view social media tickets in the Support App but do not deliver the reply? Please note that the App does not show that the messages are not delivered and we had to find that out.

 

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    Emily Reidy

    Community Product Feedback Specialist

    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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