Joe

Sorry for the long delay Tigo - and for the trouble this issue is causing - but this looks like a bug. The comments should be posted as replies. Can you submit a request to support@zendesk.com with details including example ticket numbers in your account, if this is still a problem?

Jorge,

When this happens, is the original Post authored by the customer or by your Page?

Hi everyone,

I want to make sure you're all aware of an option we released last year to treat individual comments as their own tickets in Zendesk. This will allow you to respond directly to a particular Facebook comment, with replies coming back into Zendesk as ticket comments.

This option can be enabled in the Zendesk settings for your linked Facebook page.

I understand that having a separate ticket for each Comment on Facebook is a big change and may not be ideal for everyone, but it should be an improvement in many ways over the older approach of bringing all comments into one ticket. Our model is that each individual question/issue that needs a response should be a Ticket in Zendesk. When Facebook introduced the ability to comment on a comment our older approach broke down conceptually. Responding to many different questions from a single Ticket breaks a lot of workflows. This is why we developed the ability to treat each comment thread as a separate ticket.

Please let us know if you've tried this and it helps, or if you've tried this and doesn't help.

Hey Wayne & David,

One point I missed about your request previously is that we do actually support Basic Authentication on HTTP Targets. This will not enable you to set a custom header, but it will enable you to set a standard Basic value on the Authorization header. This is a standard way of passing a username and password, or just a token, as a Base 64 encoded string. https://developer.mozilla.org/en-US/docs/Web/HTTP/Authentication#Basic_authentication_scheme

With this and HTTPS you should have a nice secure, and standardized, way of passing credentials to the destination service. I know it won't work for every out-of-the-box destination API, but it should work for many APIs and any custom integrations you can dream up :)

Hey Bob, sorry for the delay. I'm specifically referring to any kind of agent activity that is not captured in ticket events. For example, the fact that an agent viewed a ticket is NOT currently captured in Zendesk.

Hi Chao, can you tell us a little more about what you're looking for? For example, are there specific types of relationships between tickets that you'd like to express? Or are you looking for just a generic "link" between tickets? And how would you like to use these links? In our native reporting? Some external analysis tool? In Zendesk search?

Thanks for the feedback!

Daniel,

Using HTTP Targets with Triggers will allow you to receive a request whenever a ticket is updated. This includes all ticket events and comments.

This will not cover agent activity however. What type of activity are you trying to track? You may be able to do what you need with a custom Zendesk App that makes a request out to your service when agents take certain actions in the web UI.

Hi Daniel,

Thanks for sharing your feedback. Which Zendesk resources are you trying to keep in sync? We do currently have HTTP Targets which are webhooks that are fired by Triggers on Tickets.

We're also in the planning stages for some more extensive webhooks across various resources. Knowing which resources you're after will help with prioritization.

Yes, very good point Roman. I was assuming you needed CORS, but we provide a proxy in the apps framework to help you make requests like this without using CORS.

You got it. Your request looks good, but that header needs to be set by the api.example123.com server. If you want to request CORS support this is a great link to share: http://enable-cors.org/server.html

Edited: this is only if you need/want to use CORS. We provide a proxy to let you make requests to different domains when CORS is not enabled on the destination server.