Inconsistent Facebook Message Ticket Creation in Zendesk
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 administrator should reply directly on Facebook. If the user changes their permissions later, future messages should be successfully pulled into Zendesk.
More related 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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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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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