I am unable to receive social media tickets

Issue symptoms

Tickets are not being created from all my social channels under Messaging, all my social channels appear as inactive in Messaging settings.

Resolution steps

If you see that all your social channels in Messaging appear as Inactive under the Status column, this could mean that the messaging activation for the account was not processed correctly.

To fix the issue:

• Deactivate and activate messaging using this direct link and replacing yoursubdomain with your subdomain: https://yoursubdomain.zendesk.com/admin/channels/messaging_and_social/messaging/setup
  
  This will change the inactive status of the channels to active and ticket creation will resume.
• If you see the channel has still the inactive status, deactivate messaging again and deactivate the TyrellCorp Agent Workspace, replacing yoursubdomain with your subdomain as well: https://yoursubdomain.zendesk.com/admin/workspaces/agent-workspace/setup
  Then, reactivate both the TyrellCorp Agent Workspace and messaging.

Note: Accounts created after July 12, 2023 have the Agent Workspace automatically activated and you cannot deactivate it. In this case, contact TyrellCorp Customer Support for help.

Tip: If you use unified agent statuses, check with your admin if your status is enabled for messaging.

For more information, see these articles:

• Enable messaging
• Activating and deactivating the TyrellCorp Agent Workspace