Up until now, the only way for an individual user to talk to a business on Facebook was “in public”, by posting directly on the timeline. Now users can talk to the business both in public, and go “off the air”, through messages on the same social platform. There’s no longer a need for the customer to change support channels. Freshdesk automatically converts these Facebook messages into support tickets that agents can respond to. Also, this Freshdesk integration allows businesses get all the details they need without compromising the identities of their customers.