Symptom
When replying to a ticket with Direct Message directly from Facebook, a new ticket is created in SAP Cloud for Customer.
Environment
SAP Cloud for Customer
Reproducing the Issue
- You have received a Direct Message in Facebook.
- A ticket ABC (ABC represents the ticket ID) has been created in SAP Cloud for Customer in reference to the above message.
- Agent has replied with Direct Message directly from Facebook (not from the ticket ABC in SAP Cloud for Customer).
- For each of agent's replies, a new ticket has been created in SAP Cloud for Customer.
Your expectation is that each reply from the agent is threaded to the already existing ticket ABC.
Cause
The standard process is that the agent replies to the Direct Message from the Tickets view in SAP Cloud for Customer and it is threaded correctly to the ticket. However, when the agent replies to a Direct Message directly from Facebook, they act as a Facebook Admin user. As a result, SAP Cloud for Customer creates a separate ticket for each message.
Resolution
We encourage agents to reply to Direct Message from tickets in SAP Cloud for Customer and not directly from Facebook.
Keywords
Facebook, Direct Message, Reply, Ticket , KBA , LOD-CRM-EMP , Employee , How To