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'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.
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.
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,
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
@ronen12 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.
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, September 20, 2023, at 11 AM CDT, for our PM Roundtable on Messaging End-user Experience. It’ll be an open discussion on what is and isn’t working for you in this focus area of Zendesk. So please bring those questions, concerns and feedback because we want to hear from you! The link to register can be found here, we’d love to see you all there.
Best regards,
Thank you so much for providing feedback on this area! We want to note that this feedback has been logged.
In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article. Thank you again for your feedback!
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