Why can't I see the option to End session in Facebook Messenger tickets?

Question

Why can't I see the option to End session in Facebook Messenger tickets?

Answer

This is due to how you set up your Facebook integration. This happens when the ticketing API integration, also known as Facebook Private Message, routes direct messages (DMs) from your Facebook rather than through the official Facebook Messenger channel.

Zendesk doesn't consider the ticketing API integration a true messaging channel. As a result, it doesn't support messaging-specific features like End session.

To confirm which integration you're using, check the via field in the Zendesk ticket. If it displays Facebook Private Message or similar, you use the ticketing API. If it displays Facebook Messenger, you're using the correct integration.

Sample ticket via Facebook Message:

Sample ticket via Facebook Messenger:

To use the End session button:

1. Ensure you're using the correct channel. Update the setup of your public Facebook channel , and select No under Include private messages
2. Then, add your Facebook Messenger channel
   
3. New tickets from the Facebook messaging channel will display the option to End session

For more information, see this article: About ending messaging sessions.