The Facebook API only lets you sent messages up to 2,000 characters, yet Freshdesk does not respect this limit.
You appear to be able to send a long facebook message but if you send it by clicking ‘Send & Closed’ or ‘Send & Solved’ you will never see the error message that’s being displayed inside of the ticket until the customer is reaching back out asking why they haven’t received a reply yet.
Only this generic message is being shown within the ticket - trying again after some time won’t help though if your message is too long:
Freshdesk should show a warning in the editor like ‘Facebook messages can be up to 2,000 characters - please shorten your message’ and block the ‘Send’ button when the character limit is exceeded.
This would also make this idea not relevant anymore:
