Mohamed Hosny

Awesome!, When this feature will be released to all accounts?

Awesome!, When this feature will be released to all accounts?

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like to be able to identify Instagram reels and stories mentions and trigger specific actions to the ticket.

What problem do you see this solving? (1-2 sentences) 

Tickets should be handled by triggers and automation to save agents time and effort.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as our agents spend time updating those tickets while it's out of customer support scope which affects their productivity.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to see an option to identify those tickets and trigger automated actions.

Sample:

Hi Christine,

Is there any option to reply to a single comment within the ticket?

Hello,


Is there any option to reply to Facebook comments without selecting the option to create every single comment as a ticket?


Regards,

We are looking for integration to convert replies to Instagram and Facebook reels into tickets is that available? 

If not, when it will be available as Reels are becoming very important.