Managing Facebook Tickets with Business Rules in Zendesk
How can I manage Facebook tickets with business rules in Zendesk?
Managing Facebook tickets with business rules in Zendesk allows you to streamline your workflow. You can set up views, automations, and triggers to handle Facebook tickets just like any other tickets in Zendesk.
There are specific conditions for Facebook tickets, such as 'Ticket: Channel' values for Facebook Post and Facebook Private Message. You can also specify the integration account if you have multiple Facebook accounts connected. These rules help you organize and prioritize tickets effectively, ensuring timely responses to customer interactions.
More related questions
How can I set up a public Facebook channel in Zendesk?
Setting up a public Facebook channel in Zendesk allows you to convert Facebook messages into tickets that your agents can manage. To do this, navigate to the Admin Center, click on Channels in the sidebar, and select Messaging and social > Facebook…
What are the differences in Facebook integration between Zendesk Support and Suite plans?
Zendesk Support and Suite plans offer different levels of Facebook integration. Zendesk Support plans allow you to connect one Facebook Page, but only public messages are supported. Private messages are not included. On the other hand, Zendesk…
How does the public Facebook channel work in Zendesk?
The public Facebook channel in Zendesk allows businesses to manage interactions on their Facebook Pages by converting them into tickets. When a user posts on your Facebook Page, a ticket is created in Zendesk. Agents can then respond to these posts…
Can I add multiple Facebook Pages to my Zendesk account?
Yes, you can add multiple Facebook Pages to your Zendesk account, but this depends on your plan. Zendesk Suite plans allow you to connect up to 15 Facebook Pages, while Zendesk Support plans are limited to one Page. To add another Facebook Page, go…
What settings can I update for my public Facebook channel in Zendesk?
After setting up your public Facebook channel in Zendesk, you can update various settings to customize how messages are handled. These settings include converting Wall posts to tickets, adding comments to existing tickets, and creating new tickets…
How do I ensure Facebook ads comments create tickets in Zendesk?
To ensure comments on your Facebook ads create tickets in Zendesk, you need to enable the setting for unpublished posts, also known as dark posts. This setting allows Facebook ads to convert into tickets, ensuring you don't miss any customer…
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