Integration Messaging Issue with Non-Email Platforms [Urgent] | Community
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Integration Messaging Issue with Non-Email Platforms [Urgent]

  • March 2, 2024
  • 5 replies
  • 0 views
A

Hello Zendesk Community,

I'm facing a challenge integrating messaging responses with Zendesk. Everything is set up to send auto-replies via the Zendesk API for tickets coming from various sources like Web Chat and Facebook Messenger. Email responses work well, but replies to other platforms don't reach the user.

The issue is that our messages appear in Zendesk without the necessary tag, causing them not to be delivered on the user's end interface. Screenshots are attached for reference.

Has anyone dealt with a similar problem or knows how to ensure proper tagging for message delivery in these platforms? Any help or tips would be truly appreciated.

      5 replies

      Assel
      • Assel
      • March 4, 2024

      bump

      A
      • Axultan
      • Author
      • March 15, 2024

      Following-up, quite urgent

      Tipene
      • Tipene
      • March 15, 2024

      Hey Axultan,

      Could you share your current workflow in detail so I can look in to this for you. Are you using the API to apply tags, together with a trigger to add a comment?

      Look forward to hearing from you.

      Tipene

      A
      • Axultan
      • Author
      • March 18, 2024

      Hello Tipene,

      Thank you for your prompt response. Below is the detailed workflow for our messaging responses integration with Zendesk:

      1. We receive a message from any source (e.g., Web Chat, Facebook Messenger).
      2. In response, we update a Zendesk ticket. To do this, we send a request that includes the ticket ID (for updates) and add a public comment to the ticket. This comment includes the content meant for the user and is tagged with the channel information to indicate where the message should be sent (e.g., which messenger platform).

      Here's a breakdown of what we include in our request:
      - Ticket ID: For identifying and updating the specific ticket.
      - Comment: Marked as public, containing the reply meant for the user.
      - **Channel**: Information used to determine the specific platform (e.g., Facebook Messenger) where the message should be delivered.

      Our challenge lies in ensuring that these messages are correctly tagged upon creation/update in Zendesk, so they get delivered on the user’s end interface. Despite including channel information, it seems our messages are missing necessary tags for proper delivery on these platforms.

      Could you provide guidance on how to apply tags correctly using the API and set up a trigger for adding comments, ensuring messages are delivered accurately on all platforms?

      We appreciate your help in resolving this issue.

      Best regards,
      Axultan

      Tipene
      • Tipene
      • March 19, 2024

      Thanks for the extra information here. I'm going to pull this in to a private ticket so I can get some more context. You should see an email coming through from me shortly.

      Thanks!

      Tipene

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