Trigger for determining when it should be sent.I think especially for Facebook messages, this missing feature is very critical for Zendesk, since customers expect an answer within minutes not hours.
At a certain point this were simply too much tickets each month, which have not the same customer service experience as over the E-Mail or Help-Center channel, where we've set up dozens of automated service e-mails. 10% of them are via Facebook Messenger Channel. We have around 3k tickets per month in our company, approx. But enough talked, let's start :) Why I've implemented it? I will try to explain as simple as possible, if you need it more detailed please comment. and yes, i am also interested in the Zendesk Swag offered in the january e-mail 😎 I've set this up for our account last month and will share it with you. I saw lately a couple of posts here that people are looking for a auto-reply function for the connected Facebook pages.
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