Once a customer replies to Abyat Story , his reply is opened as new ticket of type direct messages in Zendesk , but It does not appear what he is replying to .
Detailed description below :
At the moment, when someone is replying in a instagram Story, it triggers a appusers:message webhook in sunshine conversation and it is automatically creating a ticket in Agent Workspace but this ticket only contains the text of the mention and no link to the story, can the link to the story also be added ?
Here is an example of me replying on AbyatKSA story .
Ticket Screenshot attached .
Ticket URL :
Story URL :
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