Question
New comments from Facebook posts or sponsored links or ads aren't added to tickets. What is the cause of this behaviour?
Answer
The issue depends on the type of Facebook post:
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 don't carry over to the original ticket nor create a new ticket in your account.
Facebook ads
When Facebook ads convert to tickets, the integration pulls in any comments made on the post for up to a year after its creation. However, any comments added after the ticket is closed won't appear in Zendesk through the integration. They still exist on Facebook.
Zendesk tickets are created from ads made by Facebook Ads Manager. But due to Facebook limitations, tickets aren't created from Advantage+ catalog, formerly known as dynamic ads. Instead use flexible ad formats for new campaigns aimed at sales or app promotion. For more information, see this announcement: Announcing Facebook dynamic ad update: Transition to flexible ad formats.
Additional resources
For different issues or questions, see these articles: