Why are tickets created via Facebook showing the requester as 'Facebook User' instead of their name?

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8 Comments

  • Donald Cornel
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    Hi,

    How can I get the email address of the requester of the ticket created via facebook channel?

    Tried to check but the placeholder {{ticket.requester.email}} has no value.

    Thanks!

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  • Phil Williams
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    Hi Donald,

    That information isn't exposed by someone commenting on your Facebook wall or on a post. In the same way, you can't get it through Messenger unless you specifically ask for it.

    It is possible to use a bot such as Chatfuel to interact with the user and capture the email address that way but it does raise some privacy concerns in my mind if you're capturing the email address without that person's knowledge or consent.

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  • Donald Cornel
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    Hi Phil Williams

    Yes, well understood.

    Thanks also for your suggestion.

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  • Phil Williams
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    You're welcome Donald. :)

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  • Donald Cornel
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    Hi Phil Williams,

    I have two facebook accounts setup on the facebook channel.

    Is there a way to display the facebook account name where the ticket has been placed on an email notification?

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  • Phil Williams
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    Hi Daniel,

     

    Not within the Facebook settings no. You could, however, setup two different Facebook admins for your pages. This will assign tickets to a different user within Zendesk.

    A caveat of this as I found is that although tickets are collated under the user account, I couldn't run triggers based on that user. The solution was to create a new organisation for that specific Facebook user, in our case it was for handling tickets created by introducing new sponsored adverts on our page, so triggers etc can then be used.

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  • Donald Cornel
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    Hi Phil,

    I think I confused you, what I mean on the fb account I mentioned is the Page I used in my facebook channel.

    I need to capture which Page the ticket was submitted.

    I can't see column in Views or even a placeholder that handles the page account.

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  • Phil Williams
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    Ah ok, understood. You're right, I don't believe that information is stored or captured. The workaround could be though the the admin user named in such a way as the page is named.

    Not perfect but it might work for what you want to do?

     

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