PS: In addition to the nice auto replies you have, the facebook page you manage will also get the very responsive badge quickly :) I hope i could help you a little bit, in case there is something not understandable or missing please let me know 😃 Voila, after you made this everything should work. 👍 Password: create an API token in your settings json?ticket=trueīasic Authentication Username: e-mail address + "/token" I know this is not the proper way according to Zendesk documentation, however i saw plenty of forum posts which are using this for example to write internal notes from triggers. This extension will update the ticket itself via an API call. I am using my Extension to update the ticket with a public reply.Before sending the message, I am checking if the tag is not set already, to prevent duplicate messages as written before.reply to a post with a PM does also not get an auto-reply. Requester Tractive: This is a user flag I've added to all the "Users" of our Facebook pages (Every Facebook page has a user in Zendesk, which is used when you write a customer first, or somebody is replying via business manager), so that a message created from ort marketing team e.g.
Tags: just in case i am adding a tag to prevent multiple auto-replies, since I remember a service outage where Facebook messages got fetched dozens of times.Ticket Is: of course only created when we are dealing with an auto-response.Integration Account: Choose your Facebook page (watch out if you are using global pages, they have all the same name!).Trigger for determining when it should be sent.I think especially for Facebook messages, this missing feature is very critical for Zendesk, since customers expect an answer within minutes not hours. At a certain point this were simply too much tickets each month, which have not the same customer service experience as over the E-Mail or Help-Center channel, where we've set up dozens of automated service e-mails. 10% of them are via Facebook Messenger Channel. We have around 3k tickets per month in our company, approx. But enough talked, let's start :) Why I've implemented it? I will try to explain as simple as possible, if you need it more detailed please comment. and yes, i am also interested in the Zendesk Swag offered in the january e-mail 😎 I've set this up for our account last month and will share it with you. I saw lately a couple of posts here that people are looking for a auto-reply function for the connected Facebook pages.
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