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?
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:
Hope this helps clarify the challenge—let us know how things go!