Zendesk does not support adding instagram story (image or video ) into ticket
Once a customer replies to Abyat Story , his reply is opened as new ticket of type direct messages in Zendesk , but It does not appear what he is replying to .
Detailed description below :
At the moment, when someone is replying in a instagram Story, it triggers a appusers:message webhook in sunshine conversation and it is automatically creating a ticket in Agent Workspace but this ticket only contains the text of the mention and no link to the story, can the link to the story also be added ?
Here is an example of me replying on AbyatKSA story .
Ticket Screenshot attached .
Ticket URL :
https://abyat.zendesk.com/agent/tickets/189890
Story URL :
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Hello Tala,
Thanks for your inquiry about images or videos from Instagram stories not being added to tickets.
After checking on the expected functionality of Instagram Direct, I found at this time we don't pull the image you see on Instagram, we just pull the comments or texts.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in theGeneral Product Feedback topicin our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an有效的e feedback post.
We genuinely value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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