IOLLA Support

We've become aware that when we log in to our business Facebook account directly, all of our customer message threads appear as 'unread' when in fact we have replied to all of them via the Zendesk Support integration. This is a problem as Facebook does not register this as a response and so our 'Response Rate' statistics on Facebook look terrible.

When we reply via our Instagrammer app to instagram messages however, this marks the customer's message as 'read' when you log in directly on the app. Is there a way Zendesk can fix this? 

We were noticing that when we get statistics from the main Zendesk Reporting dashboard that we always had a percentage of tickets that were showing as being responded to in over 24 hours however responding to all customer service communications in under 24 hours is part of our proposition and this was impossible. 

 

I've now learned that if an agent creates a ticket, the customer responds and then we reply to them, the response time is based on the difference in time between the ticket creation and our response to the customer rather than the time between the customer's reply and our response to them. This statistic is therefore not accurate and I think it would be more useful if it reflected our response time to the customer.