When a reply within an e-mail ticket could not be sent, the respective agent receives an e-mail notification about it. When a reply within a facebook ticket could not be sent, there is no notification. Regardless of the ticket source, agents should always be notified when a reply failed.
Also, I have an Automation setup for when a reply fails, so that the Ticket goes to Open again (so anyone can take care of the ticket even if the previous agent is not on duty anymore) but I cannot set this up for when a facebook reply fails.
Here’s what Freshdesk support has previously written me on this topic:
30 June 2020: “I do understand your concern on this matter and I will have this passed as a request to our backend team and we will keep you posted on the progress.”
1 November 2022: “At this point in time, we still have this planned for release in near future. Unfortunately, at this point in time, we do not have the exact ETA on when this feature will be added to the product.”
