Can I set up an auto-reply for Facebook tickets?

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4 Comments

  • Bill

    Thanks, this was immensely helpful. Like you mentioned, I ran into so many articles about "custom auto-responders", people wanting me to subscribe to a paid monthly tool that did this, etc. I actually had mine turned ON natively and just wanted to shut it off so I could be responsive and ensure my current and future clients, or those just wanting more information, could come to my business page and get a human response. Good, genuine, customer service is what people should be focusing on--not canned responses.

    Great post!

    Bill - LightShift Video
    http://www.facebook.com/LightShiftVideo

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  • Claudia Pelagatti
    Zendesk team member

    No problem Bill :) Glad it helped!

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  • Shanketh Ragunath

    Hi, If we setup auto response will this still be logged as a ticket?

    Can we make it log tickets only if there is another response post the auto response?

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  • Beto
    Zendesk Customer Advocate

    Hi Shanketh,

    This is not currently possible. Support will create a ticket for every conversation from Facebook. This auto-reply feature is set in Facebook, and it cannot be linked to Zendesk's Business Rules to automatically solve or not "log" specific tickets.

    Thank you for your question!

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