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Fares11
Fares11
August 1, 2022
Question

Empty tickets created when users mention us in their instagram story

  • August 1, 2022
  • 6 replies
  • 40 views

Hello,

Is ti possible to create a trigger or automation that automatically deletes empty tickets created when users mention us in their instagram story? It's a pain to have tickets in the view that are not actual messages.

    6 replies

    Gabriel31
    Gabriel31Employee
    Employee
    August 3, 2022
    Hello Fares,
     
    I hope all is well!! At the moment, we still have no conditions that check if a comment "is not" present. The Instagram Direct message integration is a fairly new integration, so hopefully, new upcoming updates can solve this issue in the future. We have acknowledged this feedback!

    Thanks!! 
    Fares11
    Fares11Author
    August 4, 2022

    Hey Gabriel, thank you for the answer. I will keep an eye out.

    Yulius
    Yulius
    September 14, 2023

    Hi team,

    is there an update feature regarding blank ticket comes from mention in Instagram story? 

    Javier21
    Javier21
    March 11, 2024

    Any news? I have 300 empty tickets

    S
    Sebastian14
    Newcomer
    January 13, 2026

    Any news on that? Is there a solution?

    P
    PloEmployee
    Employee
    January 22, 2026
    Hi Sebastian,
     
    Currently, the available trigger conditions related to comments are found under Ticket > Comment > is, where you can choose from the available options.
    Public is a comment that everyone can see.
    Private is a comment that only members of the support staff can see.
    Present (public or private) is used to indicate if the update contains a new comment.
    Present, and requester can see the comment is used to indicate that the update contains a comment and that it is visible to the requester. This includes private comments, if the requester has permission to view them.
     

    You might want to try using the condition Present (public or private). Additionally, you can add the condition Ticket > Channel > is > Instagram Direct. This setup will look for any comments added to Instagram tickets. So, if an Instagram ticket doesn’t have any comments, this trigger will activate.

     

    You can check this article for your reference:

    Ticket trigger conditions and actions reference
     

    I hope this helps. Thank you and have a great day!

     

     
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