Why is the name of a user on Facebook different from the one I see in Zendesk?
Sometimes it can happen that users change their name on Facebook. So what happens in our integration is that we capture the name of the user the moment in which they publish a Facebook post or a Facebook private message.
We will not update the name of the user if they change the name after publishing a post or message.
So for example, in the image below, the user was named Claudia Rossi then she changed her name to Claudia Bianchi.
In the moment the post was published her name was Claudia Rossi and this is what we captured in Zendesk:
If you notice such occurance in your account, you can always change his/her name directly in Zendesk to reflect what they have on Facebook, so that on future posts the new name will reflect:
If you have any further questions on this, please reach out to our support team.