May I know why email ticket rule is not applicable to Social Media Messaging? This is inconvenient for us.
I just want to reply to the ticket under that particular group, and no need to assign it first to my name. Email tickets can be assigned to a group, and all agents within the group can reply. Email tickets that are under a Group and all members in the group can reply at the same time.
I want Facebook messages to be same rule. Could you help us?
Unlike the normal tickets, which work on email channel, Social Messaging is similar to chat where a specific session needs to be handled by an agent individually. Hence, it will not give you the capability to send a message directly, not unless you are the assignee of the ticket. This behavior is expected on all platforms that uses one to one communication.