Aaron Cassidy

With the Instagram integration, whenever someone messages our Instagram page it creates a ticket. However, when a user replies to our stories, it does not create a ticket - we still have to respond in the Instagram app. 

It would be great if story replies were logged as tickets so we could respond in Zendesk.

 

It would be great if you could choose the sound for each avenue in support/chat. We have different agents that respond to live chat and Facebook Messenger, however, the notifications and sound are the same for both channels so it is frustrating for them.

Also, we cannot turn the sound on for one without the other.