Facebook Ticket Requester Name Issue - Frequently asked questions
Discover why Zendesk tickets from Facebook show 'Facebook User' instead of names. Explore solutions and common questions about this issue on our support page.
Frequently asked 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?
Facebook posts may not convert to tickets if users disable app interaction. When users disable the option to interact with apps and websites, their posts on your Facebook page won't be available to Zendesk through the Facebook API. This means that…
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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