A scheduled Facebook post is created for a future date which causes a ticket to be created around the time of submitting the post rather than at date and time set in the schedule settings in Facebook. This "early" creation of a ticket can lead to an agent taking the ticket and setting it to solved - followed by an automation which closes the ticket before the post goes live for your potential customers to see.
- Zendesk Support account has an integrated Facebook page
- Facebook page settings in the Support account have
- A Facebook post is being created via Facebook's tools and the 'Schedule' option is used:
The ticket being created at the same time the post is created is expected. This is because the Facebook API exposes the post the same as non-scheduled posts. Here are a couple of suggestions which may help to manage these sorts of posts:
- Involve your Facebook Admins in your Support process and have them coordinate when a ticket should be released to agents to avoid the closing of a ticket before the post goes live. Adding a custom date field could help in this process where the Facebook Admin could set the scheduled date on the ticket. Then business rules could prevent the solving or closing of the ticket before the set date.
- Setup business rules for Ticket: Channel > is > Facebook Post (or the is not value if you'd like to exclude these tickets). You could extend the amount of time it takes to close Facebook post tickets, just keep in mind that if a ticket is solved for 28 days, it will automatically close.