At a certain point this were simply too much tickets each month, which have not the same customer service experience as over the E-Mail or Help-Center channel, where we've set up dozens of automated service e-mails. 10% of them are via Facebook Messenger Channel. We have around 3k tickets per month in our company, approx. But enough talked, let's start :) Why I've implemented it? I will try to explain as simple as possible, if you need it more detailed please comment. and yes, i am also interested in the Zendesk Swag offered in the january e-mail 😎 I've set this up for our account last month and will share it with you. I saw lately a couple of posts here that people are looking for a auto-reply function for the connected Facebook pages.