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:
7 Comments
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?
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
Thanks Brett!
Does that concerns also direct (private) messaging ?
Hi Robert,
Yes, this affects all Facebook types including private messages.
Thanks,
Brett
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?
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
Please sign in to leave a comment.