Yes, Facebook and Twitter 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:
- When you are trying to authorize from your custom/vanity URL. Please try the authorization after logging into your Account using Freshdesk URL, which would go by YourCompanyName.freshdesk.com.
- If you have SSO enabled, please try logging in using your Freshdesk credentials after bypassing your SSO, using the URL - YourCompanyName.freshdesk.com/login/normal.
- Please ensure if you are not logged into another Facebook account on your browser at the same time. The Facebook account which you are logged into would have to be an Admin of the Facebook page.
Even after providing the correct authorization, the re-authorization message would be displayed due to the Facebook page's visibility. The page must be published on Facebook in the first place to ensure proper authorization.
To ensure that the connection with the Facebook Page is intact, you would have to re-authorise the page on a periodic basis. So, in Freshdesk, the re-authorisation message would be displayed once in 60 days and you would have to re-authorize the page accordingly.
Also, when any of the Admins of your Facebook Page are changed, you would have to re-authorise the page from Freshdesk.
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 support@freshdesk.com and we'll have this fixed.
The agent signatures will not be present when replying to a Facebook or Twitter post because the replies will be going from the support handle and not that of the agents'. Similarly, the ticket links will not be present either.
As of now, Facebook posts would not be displayed under the Social tab of your Freshdesk Account. Only Twitter mentions and tweets on your page would be displayed under the Social tab.
The reason being, all Facebook posts on your Facebook page would get converted to tickets, based on the configuration. However, when it comes to Twitter, owing to the volume of posts, only select posts which meet with the specified keywords would get converted to tickets listed part of your active ticket queue. But still, you could monitor posts on your Twitter page from under the Social Tab.
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/Twitter 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 or Twitter.
The Basic social channel will allow you to integrate only one social account with your Freshdesk account while with the Advanced social channel, you can integrate more than one social account.
Additional options for Advanced Twitter: The Advanced Twitter channel will allow you to add a customized Twitter Stream to your Freshdesk account. Setting up a twitter stream with specific keywords and misspellings of your brand name will help you catch tweets that you do not want to miss out on. Additionally, using Artificial Intelligence, the Social Signals feature will help you automatically find relevant tweets quickly and cancel out the noise in your Twitter account.
Only tweets from the past fourteen days would be available under the social tab.
From the Blossom plan you will have the option to add multiple Facebook and Twitter pages with Freshdesk. However, in the Sprout plan you will only have an option to add one page.
In general, a facebook page or an account can be added only to one specific Freshdesk account. In case you have linked the same Facebook account to another Freshdesk account, please unlink the facebook page from that account and activate it in the current account.
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.
We've incorporated the closed beta API for Facebook direct messages in Freshdesk. So now, you will be able to respond to direct messages within a 21-day window till July 15th, considering COVID-19 post which the window would be cut short to 7 days.
Also, there are other ways of coping up with this situation further.
You can collect their customer's contact details (email address or phone number) with an automated message. This automated message can be fired in two ways.
1. Directly from Facebook.
If you have very few Facebook pages, you can set up an automated message to collect customer details from this specific section
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 support@freshdesk.com if you would like to get this feature enabled.
