I'm experiencing whatsapp delay messages inside the ticketRespondida
Hi, we have Suite Professional plan and we have an active WhatsApp chanel.
I note a strange behavior in the Support ticket created from the WhatsApp chanel. This is the case:
I'm an administrator agent and i have solved a ticket from WhatsApp chanel so i change the ticket status from open to closed.
After a bit the end-user reopen the ticket by messaging into the same WhatsApp chat. So i see the notify:
but when i open the ticket i can't see the last message (Text of the message: "Test 12"):
I have tried to refresh Chrome also with the ctrl+F5 but i still can't see the last message.
I have find this work around to see the message without waiting every time 10-15 minutes: i change the ticket assignee from my agent to my group and apply the update status to the ticket, so finally i can see the last message:
Someone can help me to understand why this behavior to see the last message with Whatsapp channel?
Now seems to work fine..
Glad to hear it sorted itself out, Riccardo. Let us know if you start having issues with it again.
I'm having the same issue.
Can you help me with this? This is a big problem in my operation today.
I recently added WhatsApp channel to Zendesk using the native channel.
I had it with a third party app and it was working really good. Now, I have it in Zendesk and it's a disaster for me.
My agents are having similar issues, they can't see all the conversation messages immediatelly, after certain time they become visible (it doesn't matter if they are agent or end-user messages).
Then you for reaching out to us. Sorry for the delay in response. However, I hope to have good news for you. This sounds like it was caused by an issue for which we've already deployed a fix on November 18.
Can you let me know if you're still having this issue, and, if so, can you please provide me with a video recording of it happening in your account so I can properly escalate it?
I just wanted to check in and see if you were still experiencing these issues after the fix was released? If not, can you please gather some recent examples (after November 22)
I’m here to provide you with an update around the latency you’ve seen with ticket comments appearing in the agent interface. We are happy to report that we have worked hard to improve the architecture behind the agent interface’s ticketing UI. While there is no visual or functional change that agents will see, we believe that this architectural change will allow ticket comments to show up when expected in the ticketing UI.
In April, we rolled out an architectural change to some pods. If your account received this change, you were informed through this ticket already. However, we did have to temporarily roll back the change to address some increased errors in our monitoring tools. We have fixed that and have now rolled out the architectural change to all pods.
We have already heard from some folks that the architectural change appears to solving the issue with the delayed ticket comments. Due to the nature of this issue and inability to reliably reproduce on command, we understand that validation of the fix can be tricky.
For now, we will mark this ticket as Solved based on the feedback from some folks. However, if you continue to see this behavior after May 5 20:00 UTC, please let us know! We will happily continue looking into this issue! This architectural change overall puts us in a much better spot to continue to debug any issues if needed.
As always, we greatly appreciate your partnership in troubleshooting these types of complex issues.
Principal Technical Support Engineer | Central Time
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