I have tickets being created from my social channels. If I close one of those tickets with Customer A in Zendesk will that impact my ability to continue to interact with Customer A on my social channels? The broader picture here is that we have our social channels connected to Zendesk but haven't started managing those customers through Zendesk yet. I would like to close these tickets to keep the system clean, but I just wanted to make sure it won't impact our ability to interact with those customers on our social media sites.
Question
Social Media Channel - Closing Tickets
Hi Alex,
Unless you already have business rules in place regarding your social media channels (eg. a trigger replying with a pre-defined message when a ticket is closed), solving or closing a ticket will not have any impact on your ability to interact with the customer, through your social media sites.
I hope this reply provides you with a solution to the issue that you are currently facing.
#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io
This is helpful! Thank you.
Hello, on the contrary to this example, is there a way to mark the DM in socials as done/solved/closed so that our social team/founder do not log into FB Meta Business Suite and freak out thinking our Customer Care Team have not been responding to our customers by seeing a huge volume of DMs sat there? - it would keep social clean and make it easy to identify what should be picked up outside of Zendesk?
- Employee
Hi Lucy,
Unfortunately, there's no option to mark the conversation as done or read for messaging tickets, but after conducting further testing, I discovered that for messaging tickets, such as on Instagram (IG), once an agent responds to the ticket, the messages are also reflected on the IG messages. However, there is no indication on the IG account itself whether the messages have been read or unread. Once you open the chat, you will be able to see the responses made from the ticket.
I would highly recommend posting this feedback to our Product Feedback Page. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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