Default Behavior of Social Messaging in Zendesk
What is the default behavior of social messaging in Zendesk?
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 the ticket 4 days after the status is set to solved. You can adjust this automation to close tickets up to 28 days after they are solved if needed. This setup allows for a more fluid and continuous interaction with customers, reflecting the nature of social messaging.
For more details, you can check the originalZendesk help documentation.
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