Why aren't new comments from Facebook posts or ads being added to tickets?
- 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.