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Ofer11
Ofer11
March 18, 2025
Question

Facebook Page - Messaging/Tickets

  • March 18, 2025
  • 1 reply
  • 90 views

Hi

We are looking to integrate the Zendesk Facebook Integration but we want it to be a secondary messaging app on our facebook page. We have our own bot implemented on our Facebook page and we want to use the Facebook Conversation Routing capability to have Zendesk as a “standby” app that the bot might “hand over” the conversation to when appropriate so an agent can take over.

 

However, the current implementation seems that Zendesk keeps getting the Facebook incoming messages even while in “standby” mode and taht leads to opening a ticket even though our Bot is handling teh conversation.

 

How can we avoid that?

      1 reply

      Elaine14
      Elaine14Employee
      Employee
      August 31, 2025
      Hi Ofer,
       
      Thanks for sharing your scenario! Using Zendesk as a secondary or “standby” app alongside your own Facebook bot is a smart approach for flexible conversation handling.
       
      Regarding the issue where Zendesk still receives Facebook incoming messages and opens tickets even when in standby mode, this happens because Zendesk’s integration generally processes all incoming messages from connected channels by default. Unfortunately, there isn’t currently a built-in way to pause or block message ingestion specifically when your bot is active outside Zendesk.
       
      To avoid duplicate tickets and unwanted processing, you might consider:
       
      • Configuring your bot to fully handle conversations until a specific handover trigger, only then enabling message forwarding to Zendesk.
      • Using Facebook's native conversation routing APIs to control which app receives messages at what time, minimizing overlap.
      • Setting up custom rules or automation in Zendesk to close or merge tickets opened while the bot is handling the conversation.
       
      Hope this helps clarify the challenge—let us know how things go!
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