Hello,
Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.
Empty tickets created when users mention us in their instagram story
Hey Gabriel, thank you for the answer. I will keep an eye out.
Hi team,
is there an update feature regarding blank ticket comes from mention in Instagram story?
Any news? I have 300 empty tickets
Hi Sebastian,
Currently, the available trigger conditions related to comments are found under Ticket > Comment > is, where you can choose from the available options.
Public is a comment that everyone can see.
Private is a comment that only members of the support staff can see.
Present (public or private) is used to indicate if the update contains a new comment.
Present, and requester can see the comment is used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
Ticket trigger conditions and actions reference
Currently, the available trigger conditions related to comments are found under Ticket > Comment > is, where you can choose from the available options.
Public is a comment that everyone can see.
Private is a comment that only members of the support staff can see.
Present (public or private) is used to indicate if the update contains a new comment.
Present, and requester can see the comment is used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
You might want to try using the condition Present (public or private). Additionally, you can add the condition Ticket > Channel > is > Instagram Direct. This setup will look for any comments added to Instagram tickets. So, if an Instagram ticket doesn’t have any comments, this trigger will activate.
You can check this article for your reference:
I hope this helps. Thank you and have a great day!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
I hope all is well!! At the moment, we still have no conditions that check if a comment "is not" present. The Instagram Direct message integration is a fairly new integration, so hopefully, new upcoming updates can solve this issue in the future. We have acknowledged this feedback!
Thanks!!