Hello, is it possible to retrieve the email of the Facebook user, when creating a new ticket to transfer to an agent, to avoid creating a new user if it is already present in our zendesk database?
Import Facebook user data into tickets
Hey @adeline11 -
That depends. If you're using the legacy Zendesk Facebook page integration, this wouldn't be possible because the user is not sharing that information with Zendesk, only their profile information. That said, if you are working with the new Zendesk Messaging integration with Facebook Messenger, you could have a bot authenticate the user and tie the conversation back to the user's profile. Details here: https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels
Hope this helps!
Brandon
My agents are visual and would be more productive if they could see the image of our client that is pulled from Facebook Messenger instead of being forced to read all the names on screen.
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Thanks for sharing your insight. I completely agree that having the client's image pulled from Facebook Messenger directly into Zendesk would greatly enhance agent productivity by adding a visual context instead of relying solely on names.
Currently, this capability largely depends on the type of Facebook integration being used. If you’re leveraging the new Zendesk Messaging integration with Facebook Messenger, there are options for bot authentication that can help link the conversation back to the user’s profile, which may include their image.
It may also be worth exploring custom apps or widgets that could display user profile pictures alongside tickets for a richer agent experience.
If anyone else has implemented a solution or workaround to show client images from Facebook Messenger in the agent interface, please share your experience!