The Zendesk Facebook channel lets customers make support requests using Facebook. It also lets your agents see and respond to customer Wall posts and comments from within your Zendesk. For more information, see Setting up your Facebook channel.
This announcement describes recent changes on how Zendesk tracks end-user actions across Facebook-managed pages.
In the past, when the same end user sent messages to more than one of your Facebook-managed pages, this action created a single user profile in Zendesk support, with one Facebook identity.
In January 2019, Facebook will switch from using app-scoped IDs (ASID) to page-scoped IDs (PSID) to keep track of Facebook users through applications. This change means that Zendesk cannot link an end-user profile across multiple Facebook-managed pages.
After this change, when an end user sends any type of message from your Facebook-managed pages, a separate user profile is created for each page, each with its own Facebook identity. For example, when an end user sends messages from a first Facebook page, a new user profile is created in Zendesk Support and these messages will only be attributed to this first Zendesk user. If the same end user sends messages from a second Facebook page, a second user profile is created in Zendesk Support and these messages will be attributed to this separate, second Zendesk user.
There is one exception. For end-users who have already been active and have tickets that are not closed across more than one of your Facebook-managed pages, Zendesk can link these activities to the same user profile. The Zendesk Support user profiles for these users will have multiple Facebook identities, one for each of the pages where they have been active. For these existing users, you can associate cross-page activity to same Zendesk Support user as in the past. See example below: