Request: The client has reached out to us with their concern regarding the Instagram tickets not being created.
Verification/checklist
We must enquire with the customer if there were changes made to the account password or username and auth token.
Procedure:
- If the changes were made to the account password, auth token we must go ahead and reconfigure/reintegrate the Instagram page.
- Instagram configuration requires a Facebook login.
- Login to Facebook mapped to Instagram>Select page>Enable and sync>Confirmation
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Please refer to the linked Instagram Configuration document for more information.
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedure the issue must be raised in the present week thread- “XX || Kapture Priority Issues || Team R”
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the Instagram tickets not being created.
We have gone ahead and made the necessary changes. If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Acknowledgement Template (When the issue is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the Instagram tickets not being created.
We have forwarded your issue to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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