Yes, Facebook posts are real-time. If you have v2 of the Facebook integration enabled, direct messages will be real-time as well.
The authorization can run into trouble under the following scenarios:
Even after providing the correct authorization, if you encounter the banner stating, “Please reauthorize your Email settings. Learn more about it here or finish the setup in Email settings” please refer to our solution article on reauthorization of custom mailbox to troubleshoot the issue.
Also, try accessing your Freshdesk account in incognito mode after clearing caches and cookies to eliminate browser-related issues.
Company posts would only be converted to tickets only when an end user/customer adds a comment to the post on Facebook. The post in itself will not be immediately converted.
When the post is eventually converted after a user comment, the original post is also brought-in along with the ticket inside Freshdesk.
You can either reply to the post or reply to a particular comment from Freshdesk.
To reply to the post, you would have to use the "Reply" button at the top or bottom of the ticket.
To reply to a particular comment, hover over the comment and click the reply icon to the right of the yellow space.
If a Facebook page is removed from Freshdesk, all the tickets which were created from that Facebook page will lose connection to that page. For those tickets, the "Reply" button would not appear, so agents will not be able to reply to that ticket anymore.
If you have enabled v2 of the Facebook integration which ensures that the messages are converted to tickets in real time.
To change your Facebook integration to v2, please send an email to firstname.lastname@example.org and we'll have this fixed.
The agent signatures will not be present when replying to a Facebook post because the replies will go from the support handle and not the agents'. Similarly, the ticket links will not be present either.
Yes, it is possible to differentiate between a Facebook direct message and a Facebook post in Freshdesk. Unlike a ticket created via a Facebook post, a lock next to the Facebook icon will be present for a ticket created from a direct message in the ticket details page.
However, it is not possible to differentiate between direct messages and posts from the List View in the Tickets tab.
With the Facebook integration, all visitor posts will be converted to tickets automatically once the page is connected with the Freshdesk account. However, for comments on posts, you can configure filters and/or keywords to filter posts and convert them to tickets.
This can be done under Admin -> Channels -> Facebook -> Edit and by choosing the option Convert only relevant posts.
For Facebook tickets, it is mandatory that the agents are logged into the portal and that they reply from the portal as well. This ensures that the reply is sent as a message to the customer. When an agent replies from the mailbox, it will only add a public note in the ticket and this won't be reflected in Facebook.
From the Blossom plan you will have the option to add multiple Facebook pages with Freshdesk. However, in the Sprout plan you will only have an option to add one page.
Facebook has recently introduced a messaging policy which does not allow apps to send messages to customers 24 hours after they have messaged a page.
For example, if a customer messages a page on 8th March 2020 at 5:00 PM, they have until 5:00 PM 9th March 2020 to respond. After this window, they cannot send a response. Please note that this is a rolling window. If the customer sends another message at 5:30 PM, they have until 5:30 PM the next day to respond.
This change is in line with people’s expectations of faster responses from businesses. Please refer to Facebook's article for more details around this policy.
2. Using API
If you have multiple Facebook pages integrated with your Freshdesk and have separate groups that handle just DM tickets, you can use webhooks to send an automatic reply. This requires the addition of a new feature from our end. Please reach out to us at email@example.com if you would like to get this feature enabled.
Freshdesk Twitter services are discontinued.
Freshworks uses Twitter APIs to power tweets and DMs in Freshdesk. Over the past few weeks, Twitter has made a number of changes to its API and access tiers and recently revoked our access to Twitter. We have been engaging with Twitter to see how we can continue extending support; however, we have ultimately come to the decision that it will not be feasible due to the prohibitive cost involved and uncertainty around Twitter APIs for commercial offering.
With this update, you can no longer use Twitter as a channel within Freshdesk to reply to tweets and DMs. Twitter services are completely discontinued, and we encourage you to use our alternative channels, like Facebook or WhatsApp, to continue engaging with your customers on social media platforms.
We understand that this news may be disappointing. However, we hope our alternative solutions will help you continue engaging your customers effectively.
We regret the inconvenience caused. Please write to us at firstname.lastname@example.org if you have any questions.
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