Using the Reply button at the bottom of the page in the new ticket will direct these helpdesk replies to the respective user's comment automatically.
If all the comments are related to the same issue, you can reply from the bottom of the ticket page as on a regular helpdesk ticket and the reply will get added as a comment to the general thread.You can handle multiple comments from several visitors on a single post in two ways. For example, if you set it as 12 hours (using the dropdown), consecutive messages between the customer and your helpdesk within 12 hours are threaded under the same ticket.Ĭomments to a post can be identified by the 'Message' icon on the left side while a reply to a comment is indicated by the 'Speech' icon. To make sure that messages from the same conversation do not create multiple tickets, you can set a threading interval. Replying to a visitor’s private message from within your helpdesk will be the same as having a private chat with them on Facebook. To differentiate a private message from a wall post, look for the 'Facebook message' icon as indicated below: You can reply to private messages sent to your Facebook page from your helpdesk. Your replies from Freshdesk are automatically added as comments to the original post on Facebook. You can reply to the post like you would reply on a regular helpdesk ticket.
When a visitor posts on your Page’s wall, the post gets automatically converted as a ticket in your helpdesk. Stay tuned for any potential updates in this story.You can reply to all messages and/or posts from visitors on your Facebook page right from within your helpdesk. For now, it is best for us to keep our Facebook applications updated and look out for the change. It isn’t clear whether the feature has publicly rolled out or not as of yet. Now, with automatic replies and suggestions, they might choose to comment frequently as well. Until now, many people preferred to simply react on a post instead of commenting to save time.
Putting all concerns aside, the positive thing about this new feature is that it will likely enhance post engagements. Many people are comparing it to a similar feature incorporated by LinkedIn, aka Quick Replies. Whether the new addition is worth appreciating or not, it is quite concerning how laziness is finally taken over so effectively that we couldn’t even reply without getting help. Facebook suggests and autocompletes comment replies now too!!
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