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.

To automatically undo the ticket status change

  1. Create a trigger
  2. Below Meet ALL of the following conditions, add these conditions:
    • Object > Ticket > Ticket | Is | Updated
    • Object > Ticket > Status category | Changed to | Open
    • Object > Ticket > Comment text | Contains the following string | Enter the exact string that matches the system message
  3. Below Meet ANY of the following conditions, add:
    • Object > Ticket > Channel | Is | Facebook Messenger
    • Object > Ticket > Channel | Is | Facebook Private Message
  4. Below Actions, add:
    • Object > Ticket > Status category | Solved
  5. Click Create trigger

Trigger set up to solve reopened tickets from auto-responder.png

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

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

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