Request:
The client has reached out to us with their concern regarding the facebook tickets not being created.
Verification/Checklist
We must enquire with the customer if there were changes made to the account password or username and Auth Token.
CASE 1:
If the changes were made to the account password, Auth Token we must go ahead and reconfigure/reintegrate the Facebook page.
Procedure:
Steps for Facebook Configuration:
Configuration>Facebook setup>Connect with Facebook> Select the page to be configured.
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have gone ahead and made the necessary changes.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
CASE 2:
When we see that the Facebook page date is expired.
Procedure:
In this case, the agent must go ahead and increase the expiration date.
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have gone ahead and configured the Facebook page. If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
CASE 3:
When we see that customer has an issue with the tickets not being created for the opted subscription.
Procedure:
We must check if the opted subscription was removed from the “Subscription Type” option under the Facebook page settings or if the client has subscribed to the same.
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have gone ahead and configured the Facebook page. If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Resolution Template (When the client has not opted for the subscription):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have reviewed your account and we see that you have not opted for the subscription due to which the tickets are not being generated.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised in the present week thread- “XX || Kapture Priority Issues || Team R”
Acknowledgement Template (When the request is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the facebook tickets not being created.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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