Facebook private messages
My situation:
We have Facebook integration and usually merge customers if they emailed us AND messaged us via Facebook Page. That allows us to see all the tickets under their name.
However, every time such customer emails, Zendesk defaults to replying via Facebook Page message.
That creates a scenario where: a) I have to check how the communication came through and manually select the same response channel every time or 2) if I forget, I have a Facebook message thread that's just our responses because the customer emails.
Do I have things configured incorrectly or is this "normal" current behaviour?
Thanks
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Hey Marat,
When a customer emails in, Zendesk should be defaulting by replying from the default support address you have listed instead of replying via Facebook Page Message.
- The Facebook Page Message option should only be displaying when a ticket is submitted via the Facebook Channel.
- If possible could you submit this same request at Support@zendesk.com so that we can review some ticket examples and maybe check if your account is configured incorrectly?
We look forward to hearing from you soon,
Thanks. -
That's a bit odd. It SHOULD default to the default support address, as Dipesh mentioned. I hope this gets resolved quickly. The incorrect option might just have been selected by mistake.
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