instagram direct message integration- stories attachment in the ticket not reliable in zendesk
Hello team, can I know why instagram stories link or pictures not attached in the ticket while the customer asking us on instagram direct message, it wasting our time to go to our instagram page to figure out which story the customer has inquiry about it then coming back to support in zendesk to replay to the customer, can you check if this issue can be resolved by doing anything or troubleshooting from our side? or this issue and this adds usually not added or attached in!
Kindly we need urgent solution for that case, and we escalated with the product team and there is no solution from their side and advise us to post here.
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Hi Atef,
Thank you for reaching out! When an end-user messages a business's Instagram story, it is expected behavior that only the end-user's message will be displayed in the ticket. There will not be a reference to the Instagram story in the ticket. Hope this helps, and let me know if you need anything else.
Best,
Jordan
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Hey Jordan Abu-Sirriya, is it on a roadmap to develop such an integration? Customers often initiate conversations with my team via replying to stories or posts, which is usually clearly indicated on Instagram's chat window.
My workplace regularly posts a sufficiently diverse array of products and services, at a sufficiently high tempo, that it can be difficult or near impossible to figure out what a customer is reacting to.
More importantly, as our social channels occasionally act as a funnel into product support inquiries, I find it reflects poorly on the brand to have to ask a customer what issue they're inquiring about. Without systems like Zendesk's helpbot to prompt them for more info, it'd be beneficial to have as much context as possible. -
Hi Jordan Abu-Sirriya - I am having the same issue re this below link,
I am configuring 8 Zendesk Support instance in total, other 2 are working great because I can't see the emoji reply from Instagram and not being translated as ticket to Zendesk, but other 6 are showing and being translated as tickets on Zendesk, and we want to eliminate that. Pls help.
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