Annu

As more and more companies work in a multilingual environment and in several different channels, it is important to communicate to customers in their preferred language.

Due to customers contacting in different channels about the same issue, there is a need to merge tickets often.

Problem lies with the language of the ticket merge notification sent to the end customer.
The language is set as the language with which the agent is using Zendesk.
Not the language of the end customer, or the language of the Zendesk account.

It is time consuming to manually change the notification message(s), or to inform the end customer separately.

Can we expect a change to this so that the ticket merge notification will be automatically set to the end customer's language?

Are there any plans to add a possibility to build triggers for side conversations based on whether a side conversion is updated by an agent, or by the recipient of the side conversation?

The (current user) condition is not working for us, as the ticket is actually updated by System, and not the agent or the person answering to the side conversation.

Would be great to be able to build more triggers than just if a side conversation is created, closed, replied to or reopened.

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:

1. Add information to the ticket for the agent to clearly see when the message/reaction is from IG stories
2. 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?