Solving tickets that have replies via the Instagram app for Zendesk

Sometimes your SMM team replies to DMs via the Instagram app, yet with Instagramer you will have a ticket in Zendesk with a discussion and you have to solve in Zendesk manually. 

An example of a ticket solved via the Instagramer app

Let's develop a workaround process that will solve all Instagram tickets when someone replies from our own account via the Instagram app. We will add Extention and a couple of triggers to deal with it.

Please note there is a straightforward way. Just add email to your Instagram user
in Zendesk and boost his role to Staff/Agent. This will allow you to creat triggers
that will be using condition "Current user role is Agent". Also it will allow you
to capture more data in Zendek Explore

1) Locate Instagram user ID 

Click on your Instagram user name to open the profile:

Look for the user ID in URL

https://{yoursubdomain}.zendesk.com/agent/users/361211582779/requested_tickets 

In our case, it's 361211582779. Save it - we will need it later. 

2) Create an API token

Go to the Admin Center > Apps and Integrations > Zendesk API > press "Add API token"

Save it

3) Create a new Target

Go to the Admin Center > Apps and Integrations > Targets > Add Target > HTTP Target

Set 

Title: "Add tags"

URL:

https://{yoursubdomain}.zendesk.com/api/v2/tickets/{{ticket.id}}/tags.json

Method: PUT

Content Type: JSON

Basic Authentication: Enabled

Username:

{your e-mail}/token

Password:

API token from step  2

Choose Create Target

and press Submit

3) Create Triggers

Trigger 1  - Add a tag

Create a trigger that will fire and add a tag to a ticket updated by a user himself. In our case User ID is 361211582779 Replace it with the ID you have located in Step 1

The text of the target message is:

{% if {{current_user.id}} == 361211582779 %}
{ "tags": ["answered_in_instagram_app"] }
{{% elseif %}}

{% endif %}

Solve a ticket

This trigger will solve the tagged ticket. Please place it after the first one. 

A ticket will reopen if a customer will reply back and will become solved again if a company representative replies via Instagram.