Fix Facebook Message Issues - Frequently asked questions
Discover solutions for Facebook private messages not creating Zendesk tickets. Explore common questions and troubleshooting tips to resolve integration issues.
Frequently asked questions
Why didn't a Facebook private message create a Zendesk ticket?
A Facebook private message might not create a Zendesk ticket due to several reasons. Firstly, if some messages create tickets while others don't, it could be because the user has disabled access by third-party apps. In such cases, a Facebook page…
How can I fix missing individual replies in Zendesk from Facebook?
Missing individual replies in Zendesk from Facebook might be due to quick archiving. If replies are not appearing, it's likely because the conversation was archived on Facebook too soon. Encourage Facebook administrators to wait a few minutes…
What should I do if my Zendesk plan doesn't support Facebook private messaging?
If your Zendesk plan doesn't support Facebook private messaging, you may need to upgrade. Private messaging from Facebook is available on the Zendesk Suite plan or the Zendesk Support plan with the social messaging add-on. If your current plan…
Why do some Facebook messages create Zendesk tickets while others don't?
Some Facebook messages might not create Zendesk tickets due to user permissions. If certain conversations don't create tickets while others do, it's likely because the user has disabled access by third-party apps. In such cases, a Facebook page…
How can I reauthorize Zendesk's access to my Facebook page?
Reauthorizing Zendesk's access to your Facebook page can resolve ticket creation issues. If a specific Facebook page's private messages aren't creating tickets, you may need to reauthorize Zendesk Support's access to that page. The steps to…
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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.”
Ella Roy Customer Success Manager
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
Zinc
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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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Natalie Onions VP of Customer Experience
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.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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