Why doesn't the full text from the Facebook posts appear in the Zendesk ticket?
Facebook gives you the option to edit your own posts after publishing them. If a user edits a post, we will only convert the original message and not the part of text that was added when the post was edited.
So if you run into the following, this is the current expected behaviour of our integration as we only convert the first version of the post the Facebook Graph API gives us.
See the example below, you can see part of the message is missing in Zendesk and there is an edited indicator on Facebook side. However, depending on the post type on Facebook this indicator might not appear.
If you have any related questions, please reach out to our customer support team.