Why do tickets created via Facebook show the requester as 'Facebook User' instead of their name?

Question

Why do tickets created through Facebook show the requester as Facebook Messenger Users instead of their name?

Answer 

Tickets with users named Facebook Messenger Users appear when your customers disable the option to interact with Apps and websites within their Facebook settings. Disabling this setting prevents their personal data, such as their name, from being shared. For more information, see this article from the Facebook help center: Where can I see the apps and games I've added to Facebook?

When these Facebook users create a post on your linked Facebook page, this post won't be available to Zendesk through the Facebook API. Zendesk won't covert these posts to tickets.

Agent replies on the ticket won't go through to the requester. You will see the error message below on Zendesk.

Message failed: We were unable to add the response to this Facebook ticket. Please check the Ticket events view for more information.

As a workaround, have your agents reply to your customers directly through Facebook.

For more information regarding Facebook issues, see these articles:

• My Facebook integration stopped working
• How do I troubleshoot issues with my Facebook channel? 

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.