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 a ticket is updated, when the status changes from Pending, and when the comment text contains a specific string from the system message. Then, set the action to change the ticket status back to Pending. This way, you can manage the ticket status without manual intervention.
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…
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 |…
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…