Why are social messaging tickets rerouted?
Why are my social messaging tickets 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 enabled for Chat.
Ensuring that each group intended to receive social messaging tickets is enabled for Chat will help in routing them correctly. For more detailed guidance, you can refer to the originalZendesk article.
More related questions
How can I check if my ticket groups are enabled for Chat?
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…
What should I do if my social messaging tickets are not routing correctly?
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…
Why is it important to enable groups for Chat in Zendesk?
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…
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