You can reply to all messages and/or posts from visitors on your Facebook page right from within your helpdesk.

Replying to visitor posts

When a visitor posts on your Page’s wall, the post gets automatically converted as a ticket in your helpdesk. You can reply to the post like you would reply on a regular helpdesk ticket. Your replies from Freshdesk are automatically added as comments to the original post on Facebook.

Replying to private messages

You can reply to private messages sent to your Facebook page from your helpdesk. To differentiate a private message from a wall post, look for the 'Facebook message' icon as indicated below:

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 make sure that messages from the same conversation do not create multiple tickets, you can set a threading interval. 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.

Replying to visitor comments on a post

Comments 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.

You can handle multiple comments from several visitors on a single post in two ways.

• 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.

• If each comment deals with a unique issue, you can split each of these comments as a new ticket and track each problem separately. 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.

You can also reply individually from the original ticket by using the Reply option from the 'More' icon, available on the top right corner of the user’s comment if you do not need to track the issue on a separate ticket.

In Facebook:

You can reply to all messages and/or posts from visitors on your Facebook page right from within your helpdesk.

Replying to visitor posts

When a visitor posts on your Page’s wall, the post gets automatically converted as a ticket in your helpdesk. You can reply to the post like you would reply on a regular helpdesk ticket. Your replies from Freshdesk are automatically added as comments to the original post on Facebook.

Replying to private messages

You can reply to private messages sent to your Facebook page from your helpdesk. To differentiate a private message from a wall post, look for the lock icon as indicated below:

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 make sure that messages from the same conversation do not create multiple tickets, you can set a threading interval. 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.

Replying to visitor comments on a post

Comments to a post can be identified by the speech bubble on the left side while a reply to a comment is indicated by the reply arrow.

You can handle multiple comments from several visitors on a single post in two ways.

• 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.

• If each comment deals with a unique issue, you can split each of these comments as a new ticket and track each problem separately. 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.

You can also reply individually from the original ticket by using the Reply arrow on the top right of the user’s comment, if you do not need to track the issue on a separate ticket.

In Facebook: