Why can't I see the option to end session in Facebook Messenger tickets?

Question

Why can't I see End session in Facebook Messenger tickets?

Answer

This is due to how you set up your Facebook integration. This happens when the ticketing API integration, also known as Facebook Private Message, routes direct messages (DMs) from Facebook rather than through the official Messenger channel.

Zendesk doesn't consider the ticketing API integration a true messaging channel. As a result, it doesn't support messaging-specific features like End session.

To confirm which integration you use, check the via field in the ticket events. If it displays Facebook Message, Facebook Private Message, or similar, you use the ticketing API. If it displays Facebook Messenger and the Messenger icon, you use the default integration.

Below is a sample ticket that shows via Facebook Message:

Below is a sample ticket that shows via Facebook Messenger:

To add the End session button:

Ensure you use the correct channel

Update the setup of your public Facebook channel, and select No under Include private messages

Add your Facebook Messenger channel

When the setup is complete, agents now see the End session button for new tickets created from the Facebook Messenger channel.

For more information, see About ending messaging sessions.