If your social messaging tickets are not routing correctly, the first step is to ensure that the ticket groups are enabled for Chat. You can do this by going to the Chat dashboard, then navigating to Settings > Departments.
Once there, verify that the groups intended to receive these tickets are enabled for Chat. This will help in routing the tickets correctly and prevent them from being rerouted by a system update.
Social messaging tickets might be rerouted due to the initial ticket group not being enabled for Chat. To resolve this, navigate to the Chat dashboard and follow this path: Settings > Departments. Here, you can check if the relevant groups are…
To check if your ticket groups are enabled for Chat, you need to access the Chat dashboard. From there, navigate to Settings and then to Departments. This page will show you which groups are currently enabled for Chat. If you find that a group is…
Enabling groups for Chat in Zendesk is crucial for the correct routing of social messaging tickets. If a group is not enabled, tickets may be rerouted by a system update, leading to potential confusion and delays. By ensuring that all relevant…