Setting up your Facebook channel

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137 Comments

  • Thomas Verschoren
    Community Moderator

    One quick way to fix it is by using a trigger:

    IF ALL

    - Ticket is created

    - Channel is Facebook Wall Post

    - Requester is "Name of your own user"

    ---

    THEN

    Ticket status is solved.

     

    That way, all tickets created by your user are automatically solved and skip the inbox of your agents.

    0
  • Henrik Heusala

    Hi Andres and Thomas,
    A quick note on the proposed solution.

    1. In Zendesk triggers you can't directly choose an requester if it's not your agent (light agents work too if you have this enabled). For end-users a good way is to add a tag to the user or org level in Zendesk user profile and use that tag in your trigger .
    "Ticket Requester" is "User" -> "Tags" contains one of the following "autosolve_this_ticket"

    The tag will be present in all new tickets from that user or organization.

    2. Second thing to consider is reporting if this type of feature is used - having autosolving tickets messes up 1st reply and Full resolution time statistics as well as of course a few others. This can of course be filtered out within reports/dashboards using channels or whatever is appropriate but a better way might be to for example create and direct these autosolving tickets to a special group maybe even created for this purpose- this way it's easier to use the default reporting tools properly/ avoid doing custom reporting work with just understanding to filter on group level which is provided on any Explore/Insights default reporting dashboard. (And if the group "Customer Service" etc doesn't solve these within Zendesk as understood from the use case they shouldn't be in their group anyhow)

    0
  • Conza

    Hi Amie B,

    Interesting. Thanks.

    With Zendesk message, its just LiveChat etc, yeah? Possible to respond etc, when not available online? 

    Also, can you tell me more about this?

    "3. You could then create a or automation which can solve out those private facebook message tickets automatically (there's a condition available to use specifically for it). This would then also leave the normal facebook wall post tickets in support for the agents to respond to as normal from there." 

    What would that look like? 

     

     

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Conza,

    I believe the trigger Amie is referencing would look similar to the following: 

    You can also have the trigger add a tag if you'd like to report on these tickets at a later date.

    Hope this helps!

    0
  • Amie B

    Yep that's the one. Thanks Brett!

    Hope this helps you all along the way. :)

    1
  • Adnan

    Hi, is there any workaround if I need to add more facebook pages more than 15?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Adnan,

    I'm not sure if this limit can be raised. I'm going to create a ticket on your behalf and pass this over to our Customer Advocacy team to see if this is possible.

    Cheers!

    0
  • Conza

    Re: "2. From there also leave the normal facebook integration set up, with privates messages still turned on. the reason for this is that Zendesk message doesn't create a ticket for the conversations which happen via it. So if you leave the normal FB integration with private messages turned on in Zendesk support, it will capture the entire conversation the agent has with the user via the Zendesk message platform. 

    3. You could then create a or automation which can solve out those private facebook message tickets automatically (there's a condition available to use specifically for it). This would then also leave the normal facebook wall post tickets in support for the agents to respond to as normal from there."

    Aime B - I've got messenger (chat) now. We don't have wall posts tickets, only private messages. Confirming there isn't a ticket created just by messenger... this would get missed by my team if there was no general work flow ticket created I guess? 

    I get how auto-closing works... with the trigger... but wouldn't it re-open when there's responses in Facebook Message / Zendesk Message? 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Conza,

    If that status is set to solve, then yes it could re-open if someone replies back in Facebook Messenger. If you prefer the ticket to not re-open and instead generate a new ticket, you could set it to closed instead. That would generate a new ticket and your trigger would fire again marking it as closed.

    Let me know if that's not what you're looking for!

    0
  • Jiri Fait

    Hi everyone,

    just to be sure, a comment from a user added under our own wall post (company created post) still not becomes a ticket? Or it finally does?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Jiri Fait,

    When set up correctly a comment from a user will indeed become a ticket. The following setting should allow this to happen but if you have any troubles or issues let us know.

    Best regards. 

    1
  • YU-CHENG LI

    Hi ZD community,

    In general,  agent would receive his and response when a requester sent some information to agent through the FB Messenger. However, it would be close after agent finished his question . What if other department(e.g. Marketing) wanted to do some marketing to him, is it available to create a new ticket to ask him in FB Messenger?

    -1
  • Amie B

    Hi Yu-Cheng Li,

    The FB integration only allows incoming interactions from the facebook side inbound into Zendesk. There's no way your marketing team can create a new ticket in Zendesk and send it outbound to the customer like you're looking for so they can send some marketing to the customer. 

    The marketing team COULD look at re-opening the same ticket to the customer to send their message to them. That would be the only via workaround here as far as I'm aware one this one for you. :)

     

    1
  • Dawn Anderson

    Hi Team

    We were a customer prior to the below date, does this mean we can have up to 15 without social messaging add-on?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Dawn, 

    I believe that the answer is yes, that should be the case. However, I'd encourage you to reach out to your account executive to confirm. 

    -1
  • Dawn Anderson

    Hi,

    Is the channels Facebook/Twitter remaining or are these due to be deactivated due to the social messaging add on? If they are to be deactivated, is there a date for this please?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Dawn,

    At the moment there are no plans to deactivate the Facebook and Twitter channels. Are you currently using them, or looking at launching them?

    0

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