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?
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