Agent Replies Failing on Facebook Tickets
Why do agent replies fail on Facebook tickets?
Agent replies fail on Facebook tickets due to API limitations. When a ticket shows 'Facebook User', any replies from agents won't be delivered to the requester. This is because the Facebook API doesn't support these interactions when users disable app interaction.
Agents will see an error message in Zendesk indicating the failure. To communicate effectively, agents should reply directly on Facebook. For more troubleshooting advice, explore the Zendesk help articles.
More related questions
Why do Facebook tickets show 'Facebook User' instead of a name?
Tickets show 'Facebook User' when users disable app interaction. When Facebook users disable the option to interact with apps and websites in their settings, their personal data, like their name, isn't shared. This results in tickets showing…
How can I respond to Facebook tickets showing 'Facebook User'?
Respond directly on Facebook for tickets showing 'Facebook User'. When a ticket shows 'Facebook User', agent replies won't reach the requester through Zendesk. Instead, agents should reply directly on Facebook to ensure communication. This issue…
What happens if a Facebook post isn't converted to a Zendesk ticket?
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