SAP Knowledge Base Article - Public

2370775 - Multiple Tickets Are Created From Direct Messages Sent To Customer In Facebook


When replying to a ticket with Direct Message directly from Facebook, a new ticket is created in SAP Cloud for Customer.


SAP Cloud for Customer

Reproducing the Issue

  1. You have received a Direct Message in Facebook.
  2. A ticket ABC (ABC represents the ticket ID) has been created in SAP Cloud for Customer in reference to the above message.
  3. Agent has replied with Direct Message directly from Facebook (not from the ticket ABC in SAP Cloud for Customer).
  4. 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.


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.


We encourage agents to reply to Direct Message from tickets in SAP Cloud for Customer and not directly from Facebook.


Facebook, Direct Message, Reply, Ticket , KBA , LOD-CRM-EMP , Employee , How To


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