SAP Knowledge Base Article - Public

2370775 - Multiple Tickets are Getting Created from the Direct Messages Sent to Customer in Facebook

Symptom

Multiple Tickets are getting created from the Direct Messages sent to customer in Facebook.

Reproducing the Issue

  1. You have received a Direct Message of your customer in Facebook.
  2. A ticket has been created in the SAP Hybris Cloud for Customer in refrence to the above message.
  3. Your agent has sent more than one reply (message) directly from Facebook (not from the ticket created in SAP Hybris Cloud for Customer).
  4. For each of your agent's reply a new ticket has been created in SAP Hybris Cloud for Customer.

Your expectation is that each reply of agent should get threaded or linked in the first ticket which was the outcome of the message of customer from Facebook.

Cause

The normal process is that the agent is able to reply the Direct Message from Tickets view in SAP Hybris Cloud for Cutsomer and it will be threaded correctly to the ticket.
However, when the agent acts as Facebook admin user and reply to a Direct Message from Facebook directly, it is actually act as Admin user, not the Facebook page. As a result, SAP Hybris Cloud for Cutsomer create a separate ticket for each message.
We encourage agent to reply Direct Message from ticket, not from Facebook directly.

Resolution

This is the expected behavior of SAP CLoud for Customer system.

If you have a different process such as reply Direct Message from Facebook itself, then this would be a new requirement to be added via Ideas Scale Forum:
https://ideas.sap.com/ct/s.bix?c={9B817197-CA6E-4504-A5D6-4C17D9996E52}

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708