• Esteban Costamagna

  • 21 de julho de 2021 14:02

  It's the same with us. We've to manually upload tickets with mentions and comments in stories. It's an extremely necessary feature for Zendesk users.

• Ronen Miral

  • 2 de agosto de 2021 09:57

  Hi There,

  We're currently looking for a solution for the same issue as well as comments from Reels does not create a ticket in Zendesk.

  If someone from Zendesk support can assist here that would be great!

  Really wanted to know if there is a way to set up reels comments to open tickets in Zendesk, trough some kind of channel integration or automation.

  Thanks, Ronen.

• Taylor Bowser

  • 15 de setembro de 2021 21:24

  Zendesk Customer Care

  Hi Ronen and Esteban👋

  Thanks for reaching out in the Community! 

  Story replies should create tickets within Zendesk via the Instagram Direct channel. I've opened a ticket for each of you so our team can investigate these individual cases further. 

  Ronen, unfortunately replies to Reels are not supported at this time. 

  Thank you for bringing this to our attention. 

  Best, 

• Jordan Abu-Sirriya

  • 16 de setembro de 2021 17:07

  Zendesk Customer Care

  Hello, 
  
  The issue regarding end-users not being able to respond to a business's Instagram story is now resolved. Thank you for your patience!
  
  Best,
  Jordan

• Stephanie Langlois

  • 9 de novembro de 2021 19:28

  Zendesk Product Manager

  Ronen Miral I just wanted to double check on support for Reels and I confirm that this is not yet available with the Instagram API that we use to power this messaging experience. However we have noted your feedback for when this is made available to us.

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