Issue symptoms

When the auto-responder within Facebook Messenger sends a follow-up message, the ticket status in Zendesk resets to Open. However, no customer message appears.

Resolution steps

The system comment made by Facebook Messenger is considered a reply to the ticket and no setting in Zendesk can prevent the ticket from reopening.

You can automatically undo the ticket status change by creating a trigger:

  1. Create a trigger.
  2. Below Meet ALL of the following conditions, add these conditions:
    • Ticket > Ticket | Is | Updated
    • Ticket > Ticket status | Changed from | Pending
    • Ticket > Comment text | Contains the following string | Add the exact string of matching text from the system message from their last follow-up
  3. Below Meet ALL of the following conditions, add:
    • Ticket > Channel | Is | Facebook Messenger
    • Ticket > Channel | Is | Facebook Private Message
      Trigger.png
  4. Below Actions, include:
    • Ticket > Status | Pending
      Action.png

For more information about Facebook Messenger, see this article: Adding Facebook Messenger channels.

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