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Nicola
가입한 날짜: 2022년 11월 15일
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마지막 활동: 2023년 4월 25일
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님의 최근 활동 Nicola
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If I create a follow-up ticket from a closed ticket via the Instagram DMs channel, the follow-up ticket is no longer in that channel and is automatically sent as a public reply (email). There is no option to change the channel and I have to write to the customer via the instagram app instead.
댓글 보기 · 2022년 11월 29일에 게시됨 · Nicola
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Hello,
I reported a similar issue in this ticket, unfortunately I have no response from the Zendesk team yet.
https://support.zendesk.com/hc/en-us/community/posts/4445591860634-Trigger-and-attachment-needed-for-Instagram-Direct-stories-reactions
댓글 보기 · 2022년 11월 24일에 게시됨 · Nicola
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I can't change the status of a ticket in the iOS mobile app. I tried updating the app to the latest version and the problem still persists. As soon as I click on the status icon ("stav" in my language) no menu appears. I am attaching the screen.
댓글 보기 · 2022년 11월 22일에 게시됨 · Nicola
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I totally agree. The information that the message is a response to stories is important, and it would be absolutely best if the specific stories were also displayed in the ticket. Now our agents have to check the Instagram app.
We also get tagged in customer's stories. As part of building a great relationship with our customers, we always want to say thank you and respond to such tagging. Unfortunately, no ticket is generated in Zendesk in this case and agents have to check the Instagram app again. I suggest that a new ticket is also created where the customer's stories will be available to preview as an image.
Thanks.
댓글 보기 · 2022년 11월 15일에 게시됨 · Nicola
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