Why aren't comments from Facebook being added to tickets?

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9 Comments

  • Sarah Wetzel

    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?

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  • Danny TinyHero

    still trying to get an answer from previous quesiton /requests/3967832

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  • Nicole S. - Community Manager
    Zendesk Community Team

    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. 

     

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  • Ricky Dore

    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

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  • Jessie Schutz
    Zendesk team member

    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?

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  • Ricky Dore

    It seems to be just one particular post, which is annoying as it is a high engagment post

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  • Neil O'Hanlon

    Hi - I am seeing the very same issue.  A high engagement post has inexplicably stopped creating cases in Zendesk Support.  

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  • Odelia Shiron

    We need this feature as well.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    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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