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How to manage social messaging channels

Social messaging channels, including Facebook messenger, WeChat, LINE, WhatsApp, and Instagram.


How do I remove my Facebook channel?

Question How do I remove my Facebook channel? Answer The instructions to remove your Facebook account from Zendesk ch...

Edited Jan 20, 2025

3 votes  ·  0 comments

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Why do tickets created via Facebook show the requester as 'Facebook User' instead of their name?

Question Why do tickets created through Facebook show the requester as Facebook Messenger Users instead of their name...

Edited Apr 25, 2023

5 votes  ·  0 comments

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Can I include Facebook ads for ticket creation?

Question Comments posted on my Facebook ads do not seem to come through to Zendesk as tickets. I want to respond to t...

Edited Dec 29, 2023

3 votes  ·  11 comments

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Facebook private message didn't create a Zendesk ticket

Question A private conversation from a customer on my Facebook page didn't create a ticket. An individual reply from ...

Edited Aug 02, 2023

8 votes  ·  2 comments

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Error: No new Facebook Pages available for identity

Issue symptoms When I try to add a Facebook page that I am an administrator to my Zendesk account, I receive this err...

Edited Jul 30, 2024

9 votes  ·  4 comments

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Why tickets from Facebook don't show immediately in Support?

Question When my customers post on a Facebook page linked with a Zendesk account, there is a delay of several minutes...

Edited Dec 11, 2024

1 vote  ·  0 comments

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You have exceeded the max number of Facebook Pages allowed with your plan

Issue symptoms I am currently expanding our number of Facebook pages in my Zendesk account but I received this error ...

Edited Jan 07, 2025

0 votes  ·  0 comments

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Can I use Instagram Direct as a channel on my trial account?

Question I have an Instagram account that I would like to connect to my Zendesk trial account as a channel. How do I ...

Edited Aug 02, 2023

0 votes  ·  0 comments

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Instagram Direct messages don't create tickets in Zendesk

Issue symptoms Our customers sent messages through Instagram Direct, but no tickets are being created in Zendesk. Res...

Edited Aug 08, 2023

0 votes  ·  0 comments

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Agents are unable to respond to an Instagram Direct message

Issue symptoms Agents are unable to respond to an Instagram Direct message in Support. Resolution steps Only the assi...

Edited Jan 11, 2024

0 votes  ·  6 comments

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I am unable to add multiple Instagram accounts

Issue symptoms When I try to add a second Instagram account, I do not see that account show up in the drop down menu....

Edited Jul 25, 2023

0 votes  ·  0 comments

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Can I route tickets based on the WhatsApp number?

Question I have multiple WhatsApp numbers. Can I route tickets based on each WhatsApp number? Answer Yes, use the Cha...

Edited Dec 13, 2024

1 vote  ·  1 comment

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Why are some users not correctly identified when they message in through WhatsApp?

Question When a user messages through WhatsApp, they are not automatically associated with the existing user profile ...

Edited Mar 21, 2024

5 votes  ·  4 comments

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Error: Failed to update your WhatsApp profile

Issue symptoms How can I resolve the error: Failed to update your WhatsApp profile when updating my updating WhatsApp...

Edited Jan 23, 2024

2 votes  ·  1 comment

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Does Zendesk support the WhatsApp number migration?

Question I'm trying to migrate our WhatsApp number from a different platform to Zendesk. Is this possible? Answer Yes...

Edited Aug 08, 2024

2 votes  ·  1 comment

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Why can't I find WhatsApp as a condition option for channels in business rules?

Question I added the WhatsApp social messaging channel to Zendesk. I want to adjust my views and business rules for W...

Edited Aug 12, 2024

1 vote  ·  0 comments

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Why does a system update route my social messaging tickets?

Question When I look at the ticket events, I see that the ticket in question was routed to a different group by a sys...

Edited Apr 25, 2023

0 votes  ·  0 comments

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WhatsApp tickets cause long loading times

Issue symptoms WhatsApp tickets cause long loading times and impacting performance. Resolution steps WhatsApp tickets...

Edited Dec 13, 2024

3 votes  ·  0 comments

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Why am I unable to send files in WhatsApp Messaging?

Question Why am I unable to send files in WhatsApp Messaging? Answer In Zendesk, file attachments have limitations fo...

Edited Nov 02, 2023

0 votes  ·  0 comments

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Will messages sent through the auto-responder satisfy WhatsApp's 24-hour rule?

Question I set up an automatic message with the auto-responder. Will this satisfy the 24-hour rule for WhatsApp messa...

Edited Dec 07, 2023

1 vote  ·  0 comments

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Public X Corp mention did not create a ticket in Zendesk

Issue symptoms A public tweet containing your X Corp account's user name did not automatically create a ticket. Resol...

Edited Oct 17, 2023

1 vote  ·  0 comments

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How much time do my agents have to reply to incoming WeChat messages?

Question I added my WeChat account as a messaging channel to Zendesk. When new WeChat messages are received, how much...

Edited Jun 26, 2024

0 votes  ·  2 comments

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LINE integration stops receiving messages

Issue symptoms I'm no longer receiving LINE messages. Resolution steps In LINE Official Account Manager, Response mod...

Edited Aug 29, 2023

1 vote  ·  0 comments

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Error: Channel couldn't be added

Issue symptoms When adding a social messaging channel, such as Facebook Messenger or Instagram DM, I get the error Ch...

Edited Jul 27, 2023

0 votes  ·  4 comments

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Error: "GraphQL server responded with error 3441003: please retry in some time or reach support to get the issue fixed"

Issue symptoms I'm trying to integrate WhatsApp and I'm getting the error: GraphQL server responded with error 344100...

Edited Aug 21, 2024

0 votes  ·  0 comments

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