Facebook Messenger Reopens Zendesk Tickets
Why do follow-up messages from Facebook Messenger reopen my Zendesk tickets?
Follow-up messages from Facebook Messenger can cause your Zendesk tickets to reopen because the system comment made by Facebook Messenger is treated as a reply. This happens even if no actual customer message is visible.
Unfortunately, there is no setting in Zendesk that can prevent this automatic reopening. However, you can create a trigger to automatically revert the ticket status back to Pending. This involves setting specific conditions and actions within Zendesk to manage the ticket status effectively. For more details, you can refer to the originalZendesk help article.
More related questions
How can I stop Facebook Messenger from reopening my Zendesk tickets?
While you can't stop Facebook Messenger from reopening tickets in Zendesk, you can automate the process to revert the ticket status. This is done by creating a trigger in Zendesk. To set up this trigger, you need to specify conditions such as when…
What conditions should I use to create a trigger for Facebook Messenger tickets?
To create a trigger for Facebook Messenger tickets in Zendesk, you need to set specific conditions that identify when a ticket should be reverted to its previous status. Under 'Meet ALL of the following conditions', add: Ticket > Ticket | Is |…
What actions should I include in my Zendesk trigger for Facebook Messenger?
When setting up a trigger in Zendesk for Facebook Messenger, you need to define the actions that will be taken once the conditions are met. In the 'Actions' section of your trigger, include: Ticket > Status | Pending. This action will automatically…
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