Setting up your Facebook channel Follow

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41 comments

  • Avatar
    Andreas Schuster

    Hey,
    Is it possible to update a ticket when the private message gets archived in the fb business manager?
    Our use case is that the marketing team replies to the "easy ones" directly via facebook, i want to close the tickets then with a trigger.

  • Avatar
    Benjamin Goff

    Hey Andreas,
    Yes, it is possible to update a ticket when the private message gets archived in Facebook. Archiving the conversation in Facebook just hides it from your inbox until the next time you chat with that person. So commenting on that ticket again just picks up the chat where you left off.

  • Avatar
    Milana

    Hi there, I was wondering about the 2 FB pages limit that is still in place - I see this was discussed a couple years ago and that there were issues with FBs API. However, these days even Freshdesk allows for unlimited FB pages integration so I don't see a reason why Zendesk wouldn't offer the same. Any updates on this front? Thanks!

  • Avatar
    Max McCal

    Hi, Milana -

    We're actively investigating whether we can remove the limit or not. We would like to, but we had some doubts about whether we can be sure all of our API calls will make it through, but the prognosis seems good. We'll be working on this soon.

  • Avatar
    Brian Scavullo

    Hi guys,

    I recently became aware of this Facebook integration feature and wanted to see if I could get some help on 1 thing.

    If it was mentioned before, I apologize for making you repeat any reply. I was able to incorporate our company's facebook page without any trouble but since out company develops many different games, we have our tickets separated in Views. Is there a way I can separate the Facebook posts and Private messages into another View? If so, how can I go about doing that? I've tried messing around with it today but I couldn't seem to figure it out.

    Any help would be greatly appreciated,

    Thanks,
    Brian

  • Avatar
    Max McCal

    @Brian - We have conditions in the Views menu that allow you to include or exclude various channels. You can use the condition [Ticket: Channel] to create these. There are options for both Facebook Post and Facebook Private Message.

  • Avatar
    Brian Scavullo (Edited )

    Hey Max,

    Thanks for your quick reply. Unfortunately I've tried that but it didn't seem to work.(Maybe I'm doing it wrong.)

    Right now I have the page deactivated until I can get the view set up properly, but it's currently set up as follows (if something is wrong, just let me know):

    Meet ALL of the following conditions:

    Ticket: Channel is Facebook Post
    Ticket: Channel is Facebook Private Message
    Ticket: Status is New
    Ticket: Status is Open

    Is there anything else I'd need to include?

  • Avatar
    Max McCal

    Hi, Brian -

    You're asking Zendesk to retrieve tickets that can't exist. Those conditions say that it needs to be all four of those things, and a ticket cannot be both Open and New at the same time. It also can't be both a post and a private message. You should use some "ANY" conditions. Change it as follows:

    Meet ALL of the following conditions:
    [Ticket: Status] [Less than] [Pending]

    Meet ANY of the following conditions:
    [Ticket: Channel] [is] [Facebook Post]
    [Ticket: Channel] [is] [Facebook Private Message]

  • Avatar
    Brian Scavullo

    Hi Max,

    Thanks a lot for your help. I'll try this and let you know how that works.

    Brian

  • Avatar
    James Baldwin

    Max - Any ETA on the removal of FB page limits beyond soon? Just curious if this is something that may happen within the next quarter or if we're looking at a year or more down the road before a decision is made.

  • Avatar
    Max McCal

    Hey, James -

    We have actually begun to do some investigation. We're not ready to commit to a time frame, but have begun to escalate the priority now that we're feeling safer about API limits.

  • Avatar
    Giorgi Gogitidze

    Hello,

    I wanted to ask regarding the page limits. 

    In the first page of this discussion, we can read the following in description:

    "You can add up to fifteen Facebook Page to the Facebook channel. You have to be an administrator or have appropriate role permissions to set up the Facebook channel in Zendesk."

    As I see in a discussion, the talk is about the limit of 2 pages per accounts. Thus, could please anyone clarify if it's 2 or it was increased to 15? 
    Or maybe I am mixing up the channels and pages, not sure.

     

    Thank in advance for the answer.

  • Avatar
    Jessie Schutz

    Hi Giorgi!

    Previously, it was only possible to add 2 Facebook pages to your Zendesk. As of February 18, 2016 that limit was increased to 15 Facebook pages. You can read all about it in this announcement post:

    Hope that helps!

  • Avatar
    Giorgi Gogitidze

    Dear Jessie,

     

    Thank you very much for your answer and for that awesome news!

    Highly appreciated.

     

    All the best,

    Giorgi

  • Avatar
    Andrei Kamarouski

    Hi! 

    What about creating tickets from Fb user posts, mentioning specific Fb page? 

  • Avatar
    Max McCal

    Andrei - 

    Technically if a user @ mentions your page, that will be converted into a ticket as well. We plan to eventually make that a separate option, but right now it's treated in the same way as a wall post.

    If someone @ mentions your page in a comment (rather than a post) it will not be captured at this time.

  • Avatar
    Pete Holborow

    The only issue I have at the moment is with the opening of links from our Facebook Business managed page. Are there any plans to improve this functionality?

  • Avatar
    Coptic Treasures (Edited )

    Hi,

    When I allow Facebook posts to convert into tickets, then someone comments on this post and I reply to him, my reply appear no Facebook as another comment, not as a reply to that person.

    Is there a way to make my reply becomes a reply to the user, not a new comment on the post? 

    I appreciate if someone can answer me, please.

    Thanks

  • Avatar
    Amie Brennan

    Hi Coptic Treasures,

    At present the ability for a Facebook ticket reply to appear as a reply on the post as opposed to a comment is not currently possible. I see you've already posted some feedback on the feature request post HERE regarding this. We'll reach out to our product managers to see if we can get an update to this for you asap. 

    Let us know if there's anything else we can help with. :)

  • Avatar
    Alexander King

    Hi all, 

    Can someone confirm if you can manage Facebook Ad comments via Zendesk integration?

    Thanks in advanced :)

  • Avatar
    Andreas Schuster

    Hi Alexander,

    I am not sure if it works, we had wall posts including our own posts enabled and our ads never occurred there.

    Bear in mind that Zendesk does not handle reply-to comments in a proper way, so even when it would fetch the ads, it is pretty useless i would say.

  • Avatar
    Raphael Kolic (Edited )

    Hi Zendesk Team,

    I understood that with Zendesk we can effectively manage 1) facebook private messages and 2) comments from users on your pinwall. 

    We would need following features to manage our facebook account effectively:

    1) Replying to comments to our own posts

    2) Liking user comments on our page and beneath our posts

    3) Being able to manage facebook groups with zendesk not only pages?!

    4) integration of facebook comments - social plugin for websites (https://developers.facebook.com/docs/plugins/comments/#moderation-setup-instructions)

    Is any of these features already implemented and I missed it or do you plan to implement any of these features in the near future? Thanks for your help!

    Best,

    Raphael

  • Avatar
    Sigurd

    We use Facebook Enterprise platform, zendesk support can not use it to integrate channel, always display we have no one fanpage.

  • Avatar
    Jessie Schutz

    Hi Sigurd!

    I'm afraid I don't quite understand what you're asking...are you having problems connecting your Facebook page to your Zendesk?

  • Avatar
    Johnny McMillan

    Hi Guys

     I was wondering if I am removed as an admin from our companies FB page will I still have the ability to respond to tickets through Zendesk? The reason I ask is that the person who set up our integration said I also had to be an admin on our FB page.. Is this really the case?

    Thanks 

  • Avatar
    Jessie Schutz

    Hey Johnny!

    As long as there aren't any restrictions set up in your Zendesk that would prevent you from seeing or interacting with those tickets, you should be able to respond to them even if you're not an admin on the FB page.

  • Avatar
    Sandra Zepeda (Edited )

    Is there a way to manually select certain FB posts to create a ticket? We have a FB page for our sales team and the majority of the chatter on that page is sharing of best practices. I need my team to be able to identify certain posts to convert them to tickets. Is this functionality available or is it an all or none thing?

  • Avatar
    Glen Maxwell

    Hi Sandra,

    At this time it wouldn't be possible to manually convert specific wall posts to tickets at present.

    I can certainly see the benefit of this and will happily log this as a feature request so that our product managers can look into this for future updates to our Facebook integration.

  • Avatar
    James Green

    Glen, Sandra,

    A big +1 for a feature for our Facebook admins / Comms team to manually decide that it's a support ticket. I imagine something like the "Create a ticket" button in Help Center comments.

    The full Facebook channel in Zendesk produces too much noise, while the support team switching over to FB as needed is not scalable.

    Thanks!

  • Avatar
    Sandra Zepeda

    James,

    We started evaluating the Hootsuite/Zendesk integration last week to accomplish this task. Seems like a viable solution. 

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