Why is the name of a user on Facebook different from the one I see in Zendesk?
Sometimes users change their name on Facebook! The integration with Zendesk captures the name of the user the moment in which they published a Facebook post or a Facebook private message.
The name of the user will not be updated if they change the name after publishing a post or message. For example, in the image below, the user was named Claudia Rossi then she changed her name to Claudia Bianchi.
When the post was published the name of the customer was Claudia Rossi and this is what was captured in Zendesk:
If you noticed this has happened with a user, you can always change the name of the user directly in Zendesk to reflect what they have on Facebook under Admin > Manage > People, so that the new name will reflect on future posts.
Another reason for seeing this issue could be the fact that two users have been merged. If you don't have many tickets assigned to both users, and it is not disruptive for your workflow, you can delete those users, and they will be recreated if they reach out back to you.