Why Facebook Tickets Show 'Facebook User'
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 'Facebook User' instead of their actual name.
Additionally, if these users post on your linked Facebook page, those posts won't be converted to tickets in Zendesk due to Facebook API limitations. For more details, you can refer to theoriginal article.
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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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