Apart from the fact that there;s 17 different ways all the social messaging channel work, the biggest bug bear I have is that I cant see if our social media team have replied to any messages when I get the ticket.
Not every message that comes our way is a CS issue, so I just want to set up a simple system whereby our Social Media team can flag CS messages to us from their platform (Sprout Social)
At the moment all I get is what the customer has said, I cant see if the SM team have replied yet, which is maddening. can we not add this as a channel reply function? even as a private note?
Idea Submitted
Why can't I see replies from our Social Media Team on social messaging threads?
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