Hi there
I have created a Facebook Messenger chatbot. For certain situations like after hours and queries the chatbot can’t respond to I send the message to Freshdesk to be dealt with there - and suspend operation of the chat at that point.
This all works fine though the way in which the messages are threaded into existing tickets or not threaded is proving mysterious.
After several hours trial and error yesterday I managed to configure my flow to ensure messages were threaded into existing tickets or not threaded. But the way I got this to happen does not make any sense to me:
If I hard code the Freshdesk support email address directly into the ‘Email Address’ field in the "Send Message to Email’ step the threading works perfectly after that. However if I look up the Freshdesk support email address from a Google Sheet (my preferred option so the email address is only stored in one location) then the threading does not work - new tickets are created with every message.
Why would this be? Somehow the process of looking up the email address instead of reading it hard coded into the flow makes the CRM think the message needs a new ticket. Weird.
Whilst I could leverage this behavior to my advantage, the fact that I don’t understand why it works is unsettling and makes me think I could not depend of consistent results either way.
Any thoughts would be appreciated.
Thanks, Phil