I have integrated Facebook in my helpdesk and tickets are getting generated for both comments and DMs. After DM ticket is created, I add the requester’s email address in the contact which is auto-created in the system.
How do I reply to the DM ticket to the email, not as a chat.
can you please explain a bit clear on this
Do you want to add the email when clicking the reply button?
Do you want to send the reply via API?
Thanks for responding back.
Let me clear this. So I have added email address of the requester who is reaching to me via FB DM. Now when I reply to the ticket, it should go to the email address, not on the DM.
Your point number 1 is close to what I want to achieve.
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