
Issue Symptoms
A private conversation between a customer on my Facebook business page didn't create a ticket. An individual reply from the customer or a Facebook page administrator, outside of Support, didn't create a ticket.
Conditions
The are several reasons for a private message to not appear in Zendesk.
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Missing tickets
If the messages for certain conversations don't create tickets in Support but others work as expected, the user likely disabled access by third-party apps as discussed in this article.
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Individual replies missing
If individual replies are not showing, the conversation was likely archived on Facebook.
Resolution
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Social Messaging Add-on
With the Social Messaging add-on, you can send and receive private messages from Facebook Messenger. Without this add-on, private messages from Facebook do not create tickets within your Support account. For more information, see the article: Installing and setting up the Social Messaging add-on.
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Missing tickets
To continue conversations with users who have disabled access by third-party apps, have a Facebook page administrator replying to the user directly on Facebook. If the user changes their Facebook permissions in the future, messages after that point should pull in successfully.
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Missing replies
Encourage Facebook page administrators to not archive conversations so quickly. The replies should pull over in a matter of minutes, but archiving a conversation immediately after a reply can cause the comments to not arrive in the Support ticket.
1 Comments
Hi,
Could you please help me confirm the following information?
I have 7 Facebook fan page, but just only one Facebook fan page private messages suddenly don't populate to a Zendesk ticket.
Please help to confirm, thanks.
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