Are Facebook posts real-time?
Yes, Facebook posts are real-time. If you have v2 of the Facebook integration enabled, direct messages will be real-time as well.
Fri, 26 May, 2023 at 3:52 PM
Why am I not able to associate my Facebook page with Freshdesk?
The authorization can run into trouble under the following scenarios: When you are trying to authorize from your custom/vanity URL. Please try the authori...
Tue, 22 Aug, 2023 at 8:05 PM
Why is 'Please reauthorize your Email settings' banner displayed even after authorization?
Even after providing the correct authorization, if you encounter the banner stating, “Please reauthorize your Email settings. Learn more about it here or fi...
Thu, 18 May, 2023 at 3:01 PM
Why are my company's posts not being converted to tickets, even though I've selected that option?
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 immed...
Thu, 20 Jul, 2017 at 12:20 AM
How can we choose between replying to a comment and replying to a post on Facebook?
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" but...
Thu, 20 Jul, 2017 at 12:42 AM
Why is the reply option not available on a few tickets created from Facebook?
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 ticket...
Thu, 20 Jul, 2017 at 12:06 AM
Why aren't replies to direct messages from Facebook reflected in Freshdesk?
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 integr...
Thu, 20 Jul, 2017 at 12:28 AM
Why are Agent signatures not present while replying to Social tickets even though they have been configured?
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'. Simil...
Fri, 26 May, 2023 at 3:30 PM
Is it possible to differentiate between Direct Messages and Posts from Facebook?
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...
Thu, 20 Jul, 2017 at 12:44 AM
Is it possible to convert only those posts from Facebook which have certain hashtags?
With the Facebook integration, all visitor posts will be converted to tickets automatically once the page is connected with the Freshdesk account. However, ...
Fri, 25 Jun, 2021 at 5:29 PM