You can configure ticket closure in social messaging by creating a simple trigger or automation. While the default behavior is to close tickets 4 days after they are solved, you might want to set tickets to Closed under specific conditions. This can be achieved by setting up a custom trigger or automation similar to those used for other conversational styles.
This flexibility allows you to tailor the ticket closure process to better fit your business needs and customer interaction patterns.
Social messaging in Zendesk is designed to be an ongoing conversation over a longer period of time. This means that tickets created from these conversations are not closed by a custom trigger. Instead, they use the default automation, which closes…
Revising your metrics when using social messaging is important because this conversational style can change how you measure success. Although a single ticket might take longer to resolve, you will likely have fewer individual tickets compared to…
Using social messaging over live chat offers several benefits, including fewer individual tickets and potentially lower total handle times. Social messaging allows for ongoing conversations, which means that a single ticket can cover multiple…