Eedo Desk
Meta App Approval for a Facebook-Integrated Customer Support & Case Management Platform
Overview
Eedo Desk is a customer service management platform built to help businesses streamline their support workflows by integrating Facebook Page messages directly into a unified ticketing and case management dashboard. Using Eedo Desk, businesses can convert Facebook messages into support tickets (cases), assign them to agents, track conversations, and maintain customer service efficiency — all from a centralized workspace. The platform offers a dynamic inbox for Facebook messages, along with tools to tag, assign, and track cases, enabling teams to resolve customer issues faster. It also includes reporting modules, entity views, and possible CRM-like features — positioning it as a robust support suite similar to platforms like Zendesk, Freshdesk, or Zoho Desk, but with a strong Meta inbox focus.
Client Type
Customer Support SaaS / Helpdesk Solution
Industry
Customer Service / Social CRM / Messaging Infrastructure
Project Screenshots
Key Features
Powerful capabilities that solved the client's business challenges
Facebook Page Message Inbox
A full-featured inbox experience showing incoming messages from Facebook Page followers, complete with conversation history, reply capabilities, and tagging options.
Case & Ticket Management
Convert incoming messages into "cases" that can be assigned to internal agents. Track case status and maintain service logs tied to each customer.
Agent Assignment & Team Collaboration
Route tickets to specific support agents, enabling collaboration, accountability, and faster resolution times.
Entity-Based Views & Reporting
Includes filters for viewing support tickets by entity (e.g., customer, case type) and access to summary dashboards or reports for support metrics.
Customer Profile Sync
Pulls basic customer information (like name, profile picture) from Facebook Pages to build a mini CRM of active contacts.
Meta App Approval Help
Successfully obtained 3 critical permissions
Challenge & Solution
The Challenge
Lack of clarity on use case for requested permissions. Screencast video didn't clearly demonstrate functionality tied to permissions. No end-to-end walkthrough to validate real usage of permissions in the app. Meta reviewers highlighted that the app did not justify needing access to Page-level features like metadata or business-level permissions.
The Solution
To resolve these issues, we implemented a comprehensive plan:
End-to-End Use Case Documentation
Detailed how Facebook Page messages are retrieved and converted into support tickets. Explained how customer metadata and Page structure support case assignment and routing.
Feature-Permission Mapping
Each permission's usage was clarified with screenshots and explained: pages_manage_metadata: Used to categorize messages into cases using tags and labels. pages_show_list: To show the user's connected Facebook Pages in the app interface. business_management: Required to manage assets and Page-level agent permissions, especially for team-based ticket routing and assignments.
New Screencast Video
Recorded a high-quality screencast showing: A Facebook Page being connected, Incoming messages turning into tickets, Cases being assigned to support agents, Use of Page data to personalize and manage case workflows.
Compliance with Meta Guidelines
Removed any ambiguous branding, added a help section for users explaining what data is pulled and why, and ensured only necessary data is accessed.
Facebook Permission Approval Expert
Issues identified and resolved during the approval process
1. Use case for requested permission is invalid
Demonstrated how pages_manage_metadata is essential to tag and manage message-based tickets.
2. Screencast doesn't showcase requested permission functionality
Re-recorded the screencast with a focus on where each permission powers the app — including message categorization and user Page selection.
3. End-to-end process not shown
Added a complete video walkthrough from Page connection → message received → ticket assigned → resolved.
Tech Stack
Results
Measurable outcomes and business impact
Full Meta Approval
Achieved full Meta app approval for all required permissions.
Streamlined Support Workflows
Enabled businesses to convert Facebook messages into support tickets.
"Saurabh's expertise in Meta approvals is unmatched. He helped us navigate complex rejections and get our app approved quickly. Highly recommend!"
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