Follow-up messages from Facebook Messenger reopen my tickets

Issue symptoms

When the auto-responder within Facebook Messenger sends a follow-up message, the ticket status in Zendesk resets to Open. However, no customer message appears.

Resolution steps

The system comment made by Facebook Messenger is a reply to the ticket. No setting in Zendesk prevents the ticket from reopening.

To automatically undo the ticket status change:

Create a trigger

Below Meet ALL of the following conditions, add these conditions:

Object > Ticket > Ticket | Is | Updated

Object > Ticket > Status category | Changed to | Open

Object > Ticket > Comment text | Contains the following string | Enter the exact string that matches the system message

Below Meet ANY of the following conditions, add:

Object > Ticket > Channel | Is | Facebook Messenger

Object > Ticket > Channel | Is | Facebook Private Message

Below Actions, add:

Object > Ticket > Status category | Solved

Click Create trigger

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category. You can also consider the use of messaging triggers as an alternative to the recipe above, which apply to all social messaging channels such as Facebook Messenger, WhatsApp, and Instagram DMs.

For more information about Facebook Messenger, see Adding Facebook Messenger channels.