Question
Why aren't new comments from Facebook posts or ads being added to tickets?
Answer
- Facebook standard wall posts
The Facebook integration only pulls in comments from standard wall posts for one week after the post's creation. Comments added after that point are not carried over to the original ticket, nor they create a new ticket in your account.
- Facebook ads
When Facebook ads are converted to tickets, the integration pulls in any comments made in the post up to a year after its initial creation, as long as the ad that originated the ticket is still in an editable state i.e. not Closed.
Any comments that have been added to your posts after the ticket has been Closed are not going to be pulled into Zendesk via the integration. However, they still exist on the post on Facebook itself.
For more information, see Setting up your Facebook channel.
9 Comments
If someone comments on a post after the 7-days, does it create a new ticket? Or it doesn't appear in Zendesk at all?
still trying to get an answer from previous quesiton /requests/3967832
Hi Danny -
It looks like Lulu is engaged with you on that ticket and that it is unrelated to Facebook Ads Comments, so I'll let you finish resolving that conversation there unless you have additional questions for us.
I need hep with this. One of my Facebook posts has stopped pulling through new comments? I set it up to create new tickets for every comment. This is very important that it does not stop
Hey Ricky!
I see you already have a ticket open about this, but we'll see what we can do here in the community as well. Is it just the one post that you're experiencing issues with? Are other posts and ads coming through as expected?
It seems to be just one particular post, which is annoying as it is a high engagment post
Hi - I am seeing the very same issue. A high engagement post has inexplicably stopped creating cases in Zendesk Support.
We need this feature as well.
Hi all -
Here is the official product feedback thread for requesting comments further than one week be pulled into the ticket.
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