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Import Facebook user data into tickets

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Adeline Perrier Agent

Posted Jan 16, 2024

Hello, is it possible to retrieve the email of the Facebook user, when creating a new ticket to transfer to an agent, to avoid creating a new user if it is already present in our zendesk database?

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Adeline Perrier Agent -

    That depends.  If you're using the legacy Zendesk Facebook page integration, this wouldn't be possible because the user is not sharing that information with Zendesk, only their profile information.  That said, if you are working with the new Zendesk Messaging integration with Facebook Messenger, you could have a bot authenticate the user and tie the conversation back to the user's profile.  Details here: https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels

    Hope this helps!

    Brandon

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