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Solution home Freshdesk FAQ Social

Why are replies sent via an agent's mailbox not being added in Facebook?

Modified on: Fri, 26 May, 2023 at 3:31 PM

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.