Changes to Facebook user identities in Zendesk Support

Have more questions? Submit a request

7 Comments

  • Zac
    Comment actions Permalink

    Will it be possible to use the "Merge into another user" function to merge the users created with these new page-related Facebook identities into a single user profile, so as to combine these identities as depicted in the screenshot?

    0
  • Brett Clark
    Comment actions Permalink

    Hi Zac,

    Yes that's right. You can still merge two users that are the same end-user in Facebook and this will result in one user with two Facebook identities.

    Thanks,

    Brett

    1
  • Zac
    Comment actions Permalink

    Thanks Brett!

    0
  • Robert Roskosz
    Comment actions Permalink

    Does that concerns also direct (private) messaging ?

    0
  • Brett Clark
    Comment actions Permalink

    Hi Robert,

    Yes, this affects all Facebook types including private messages.

    Thanks,

    Brett

    0
  • Jamie Noell
    Comment actions Permalink

    I was testing some views and submitted a Facebook PM.  I noticed that FB set-up an end user profile for me, and on Friday when I sent the FB message.  However, the message did not come through to Zendesk, and now the user account is showing as suspended.  I checked with our team, and no one recalls suspending my account in Zendesk.  Does Zendesk have some type of functionality that would automatically suspend a Facebook type of end user?

    0
  • Devan - Community Manager
    Comment actions Permalink

    Hello Jamie,

    So one thing that could have caused this is when a user account sends an above normal of tickets and triggers the system to act. From what you described your testing wouldn't have resulted in a suspension. I've gone ahead and linked our most relevant article that breaks down suspensions within our system, and if this continues to take place, please let us know.

    Causes for suspensions

    0

Please sign in to leave a comment.

Powered by Zendesk