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 arises because the Facebook API doesn't allow these posts to be converted into tickets. For more troubleshooting tips, check out the Zendesk help articles.
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…
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…
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…