Facebook Private Message split tickets issue
Facebook recently made a change to their API that has caused an issue for Zendesk Support customers using the Facebook integration with private messages enabled.
Zendesk Support uses a single ticket to track a Facebook private message conversation with a customer. The API change is causing a new, second ticket to be created in customers’ accounts. The change is currently being rolled out by Facebook so this will only affect tickets that are open at the time a customer’s Facebook account starts using the new API.
If a second ticket is created, any additional private messages will be created normally on the new ticket. If an agent replies to the old ticket it may fail to post to Facebook.
Facebook started to roll out a change to the format of thread_ids for the Messenger product. Zendesk uses the thread_id to map Messenger conversations to tickets. Because there is a new format, Zendesk code doesn't know how to map a conversation to an existing thread and it assumes it is a new conversation. The result is a new ticket is opened.
This is a breaking change to Facebook's API. This is documented as a non-versioned breaking change in the changelog under Graph API Conversation.
What you can do
After the second ticket is created, any additional private messages will be added normally on the new ticket. At this point the safest thing to do is to close the old ticket and continue the conversation on the new one.
We are also investigating whether a potential fix is a viable option for customers who have not yet been migrated by Facebook, so that a second ticket is never created.