Facebook Tickets

If your system is set to create tickets from posts and messages on/to your Facebook/Twitter page(s) this will show in the view with a or a as icon.

The system has the capacity to create Tickets from Facebook in 3 different ways. From….

• Company posts

• Visitor posts

• Messages

What is used in your specific system depends on system settings.

When a Ticket is created with a Facebook origin it is given a default value as Requester.

All comments created in Facebook posts and Messenger conversations will be added as comments in NSP. The revers is however not so. In Tickets created by messages there is a URL-link to the conversation.

The Ticket subject contains information about its source. The ticket subject and the first comment can contain information about how the it was created. Se the following table.

Origin	Ticket Subject	Ticket Description	1:st comment
Visitor post	Facebook: Poster name- Post text	Post text	─
Company post	Facebook: Page name – Post text	Post text	─
Message	Facebook: Poster name, Page name	Facebook URL: Link to message	Message text

If you as Agent want to be able to handle these tickets, for instance by clicking on URL link in the Tickets generated by messages there are some conditions.

• You have to have your own Facebook account

• The personal FB account must have been given moderator access to the Facebook page that generates the Tickets.