![]() ![]() Instead, you should reassign Facebook Messenger tickets to a specific FamilySearch support agent whenever possible. ![]() Note: It highly recommended that you do not reassign a chat ticket to a group. Once you reassign a ticket, you will no longer be able to respond to a guest unless the ticket is assigned back to you. You can reassign the ticket to another FamilySearch support agent if needed. Other FamilySearch support agents can still access and view your Facebook Messenger tickets, but they will not be able to respond to the guest. You are the only support agent who can respond to the guest on the ticket. When you accept a chat from Facebook Messenger, you are automatically assigned to the ticket in Zendesk. Reassigning Facebook Messenger Tickets in Zendesk Step 9: Repeat the steps in this process whenever a new chat comes in from Facebook Messenger. If the guest responds after an hour, a new ticket will be created.If the guest responds within an hour, the ticket will be reopened.Step 8: When you finish the interaction with the guest, choose a category and then submit the ticket as solved. If you would like to know what information is visible to the guest, go to the section on What the Guests Sees on Facebook.Reach out to your area supervisor for specific guidelines on the use of emojis in your area. Sometimes emojis sent from a guest may appear as a little box instead of a face. Guests can send you attachments, links, gifs, and emojis.Step 7: Respond to the guest as required by the situation and provide any assistance the guest may need. You can also click the Send button at the bottom right corner of the text editor to send the message. If you hit the Enter key on your keyboard, the message will be sent to the guest even if you have not finished writing your message. Step 6: Use the message editor of the ticket in Zendesk to interact with the guest. See the section on Reassigning Facebook Messenger Tickets in Zendesk for more information. No other agent will be able to interact with the guest unless you reassign the ticket. This opens a ticket in Zendesk, and you are automatically assigned to the ticket. Step 5: Click the Accept button to start a chat with the guest. The Conversations button turns green and changes to say Accept. Step 4: When a chat comes in from Facebook Messenger, a noise will play on your computer. Notice that the chat icon turns green when you are online. Step 3: Select the Online status to accept chats from Facebook Messenger. Invisible: You can see when chats come in, but you do not show as available.Online: You are available and can take chats.Step 2: Click the chat icon to change your availability status so you can receive chats from Facebook Messenger. Next to this icon is the Conversations button. Step 1: If your area is using Facebook Messenger, you will see a chat icon at the top right portion of your screen. ![]()
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