When we integrated Zendesk with our Facebook Page, I expected the following:
When someone posts on our Wall, the post becomes a ticket. Any consequent comments to the post, are ticket updates. That works, more or less.
When someone sends a message to our Page, the message becomes a ticket. Any consequent replies and follow ups become ticket updates. That too works.
Here is what I did not expect: someone tags our page in their Facebook post and THEY get an acknowledgement email from Zendesk.
If people mention (tag) our page, Facebook already notifies us. It is also fine that Zendesk creates a ticket but what I do NOT want is an acknowledgement email for a mention.
Is it possible to disable this or to specify that mentions do not get an acknowledgement email? Thank you
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