Setting up your Facebook channel

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125 Comments

  • Casper
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    Is it only possible to comment on Facebook as my business page itself, when it comes to using tickets, or can I also comment on behalf of my private profile?

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  • Pierre Dahl
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    I have approx 10 Facebook channels up and running and they are all "active pages" but one I have is listed as "not active" and does not work of some reason. I have tried to re-attach it several times same ay I did ith the other ones and also checked all configs insde FB but no sucess, please advice!

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  • Holly Stasco
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    Is it possible to create a ticket when a New Review has been added? I find this would be a very beneficial feature.

     

    Thank you!

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  • Zach Wermich
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    Hey Holly!

    Would you be able to clarify what you mean by "new review" and where this would occur in the Facebook channel? At this time, tickets can only be created if they fall under the available options for ticket creation in Facebook listed under the "Editing you Facebook channel." I hope this helps!

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  • Margaux
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    I have the same question as Holly, like when a person lives a review on the Facebook page, where you pick a number of stars and can leave a comment

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  • Holly Stasco
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    @Zach Wermich, thank you for your response! I am talking about a business Facebook page. A visitor can leave a review 1-5 stars along with a comment. Our business likes to respond to all reviews in a timely manner especially negative reviews. If there is a way ZD could make a ticket when we receive a Facebook review so that we can respond and address in a timely manner that would be the most helpful thing. Please let me know if you have more questions 😊!

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  • Jessie Schutz
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    Hi Holly and Margaux!

    This isn't something that our developers are planning to work on as of now, but I'd encourage you to add your detailed use cases to this Product Feedback thread. Providing as much detail as possible really helps our Product Managers when they're deciding what to put on the road map!

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  • Jamie Noell
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    I have heard that there is a workaround to adding attachments on a Zendesk Public Reply to a FB messenger ticket.  A customer can add an image to a FB Messenger post, which does come through to the Zendesk ticket; however, a Public Reply with an attachment does not display in Messenger.  My colleague talked to someone but she does not recall the solution.  I guess instead of the attachment, the agent could add a link to the attachment, but there are extra steps of storing the attachment, copying the URL, etc.

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  • Amy Hunstable
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    When I use a macro for a FB response, Zendesk adds a lot of characters.  is this something in our settings that is causing this? see below:

    <p>Hi Facebook,<br></p><p><br></p><p>Thank you for contacting . </p><p><br></p><p>We value all feedback from our Customers, both the positive and the negative. </p><p><br></p><p>Pease provide us with the below information and we will order you the requested replacement parts, free of charge, so you can 

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  • Brett - Community Manager
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    Hi Amy,

    Can you confirm you've created a plain text version of the macro? You can find more information in our Creating Macros for tickets article which I've attached for you.

    To add a plain text macro you can edit your existing macro and select Include plain text fallback. Unfortunately Facebook does not support Rich Text content so the plain text version will be automatically applied instead.

    I hope this information helps!

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  • Amy Hunstable
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    Thank you SOOO much for the quick reply!  Solved the issue!  (happy dance) :)

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  • Brett - Community Manager
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    Happy to help Amy!

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  • Fernando Garcia
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    Hi!

    So I just noticed that Facebook has a SPAM folder where some private messages are sent. I am assuming these are from people who have NOT liked our facebook page. I am trying to figure out if there is a way for these to still be sent to our Zendesk?

    Thanks!

     

     

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  • Conza
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    Hi,

    Might not be best place to post - but Facebook message integration - using a macro to respond, it populates into the message " <p> [comment] <p> " - this actually is included when sent, and seen form the customer side of things.

    How can this be fixed?

    Cheers

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  • Claudia Pelagatti
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    Hey Conza,

    Does your macro have a plain text version? Because the Facebook channel does not support rich text macros

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  • Loke Lamhauge Barrett
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    Hi guys,

    We've chosen a setup where every action on Facebook creates a new ticket in Zendesk, so we can keep a complete overview of what we need to respond to, but we're not sure what happens if we "solve" tickets.

    Zendesk generates a ticket every time our marketing team creates an ad, for instance, but if we solve these tickets do we get a new ticket when a customer leaves a new comment?

    Generally our concern is if it's okay to solve every ticket in good conscience, when it's handled, or if there's any reason to suspect that when an ad is "solved" or "closed" in Zendesk we won't receive any "follow-up-tickets" afterwards?

    We'd really like to make sure that we get a kind of "notification" in Zendesk, every time somebody is waiting for a response. We've put everything on "hold" for a long time, but after a while we got thousands of tickets lying around, which isn't sustainable in the long run.

    I hope this makes sense :-)

    Best regards, Loke

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  • Brett - Community Manager
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    Hi Loke,

    We meet again!

    What I would recommend doing is creating a view specifically for Facebook posts if you haven't done so already. This will make these tickets easier to track so you can get a response out to your customers in a timely manner.

    Is your Marketing Team the owner of this Facebook page that you've added? If so, there should be an option to toggle off Include Wall posts authored by the Page so these are no longer generating tickets by navigating to Admin>Channels>Facebook and editing your Facebook page.

    If you were to solve the ticket, then new comments could re-open the ticket as long as it hasn't be set to a closed status. If the ticket is closed then a new comment would generate a new ticket. However, you'll also want to keep in mind that only comments within the first week of the post creation date will update/create a ticket. 

    As for notifications, you can use automations to send out an email reminder to your agents or a group after a certain amount of time a ticket has remained open (assuming your agents are setting tickets to pending or solved after they reply). Sample automation below:

    Your automation may not look exactly like that depending your workflow but hopefully that gives you a good idea of what you're looking for.

    Let me know if you have additional questions for me :) 

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  • Loke Lamhauge Barrett
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    Hi Brett,

    This will help us a lot. 🙏

    We've already set up a specific view in Zendesk for all the tickets generated by various actions on Facebook.

    I will certainly look into the option about not creating tickets for every ad that is sent out by our team. I'm sure that our marketing team has full ownership of our page. It's pointless for us to generate a lot of tickets that we just close in Zendesk afterwards - only the responses/reactions we get from the customers, after something is posted, are important. And, it sounds like we'll still get these?

    There's one thing in your response I'm not totally sure about: "only comments within the first week of the post creation date will update/create a ticket".

    Are we talking about the time from when our marketing team originally posts something on Facebook? I'm not certain if I'm misunderstanding something, but if our posts/ads are "live" for a month, for example, won't every comment be registred in that time, if we've chosen "every action creates a ticket".

    It's totally fine if a new tickets is created as a "follow-up", if a customer gets back to us after some time, when we've solved the first enquiry. But if it's only gonna happen for a week, it sounds like we should put active ads and posts on "hold" in Zendesk, until our marketing team tells us something has been shut down completely?

    We basically just want to make sure that we receive an update, when something has happened, and that we are able to "solve" the tickets generated sometime afterwards, so that our system doesn't end up having like thousands of tickets on hold in the future - we just had that problem recently. 😅

    Best regards, Loke

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  • Brett - Community Manager
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    Hi Loke,

    When I say "only comments within the first week of the post creation date will update/create a ticket", that will only apply for standard posts on your wall. However, if you post an ad to your wall, a ticket is created. Comments are recorded in the ticket for one year after the posting. However, if you close the ticket, comments will no longer be recorded.

    This is actually referenced in the above article but let me know if that still doesn't make sense.

    It sounds like you're running into some issues with tickets being on-hold for too long so it may be worth using automations to send email reminders to your agents after a certain amount of time without an update. Screenshot of what this automation can look like below:

    That should hopefully help with the backlog of on-hold tickets you're running into.

    Cheers!

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  • Amie B
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    Hey Team,

    Might anyone know what this new "Read Mailbox" permission is? I've been trying to find some more info about it on the support site here but haven't found any, or I've missed it somewhere. I have a client who is quizzing me on what it is exactly. 

    Is anyone able to provide any more information as to what this particular setting is? I assume it's a similar function to the Talk failback, giving the agent another option to access FB messages somehow when the integration fails? Correct me if I am wrong?

    Thanks in advance for your help. :)

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  • Brett - Community Manager
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    Hey Amie,

    This option will give Zendesk access to read pages Private Message inbox so that tickets are generated in your account. Without access to read your mailbox these tickets may not generate and your Facebook page will no longer be authorized.

    Let me know if the above doesn't make sense :)

    Cheers!

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  • Rono Jackline
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    Is it possible to directly respond to queries that appear as comments on posts published? At the moment, ,when we try to respond, it's added as a comment and not as a reply to the customer. We would be happy to be able to close individual tickets instead of the whole post published. (I hope this makes sense) 

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  • Brett - Community Manager
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    Hi Rono,

    At this time it's not possible to reply directly within the comment on Facebook from within a Support ticket. I was able to track down the following product feedback post related to your question: Comment on comments in Facebook threads

    I encourage you to add your feedback to this existing post for our Product Managers to review. I'll also be sure to pass this feedback along to the appropriate team for you as well.

    Let me know if you have any other questions.

    Cheers!

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  • Nathalie Mangan
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    Hi,

    Am I right in thinking that a post in one of our FB pages creates a ticket? 

    As you mention that the ticket remains open for up to year, how would we go about managing SLAs which are set to 4 hours first response 16 hours to solve? Also once the ticket is assigned to an agent to respond, would it stay in their queue indefinitely?

    Also, if one of our FB moderators responds to a post within FB before an agent has a chance to respond, does it update the ticket?

    Many thanks

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  • Brett - Community Manager
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    Hey Nathalie,

    If you have Include Wall posts enabled with your Facebook integration then yes these would generate tickets in your account. If you post an ad to your wall, then comments will be added to that ticket for up to one year. If a moderator replies to a wall post before an agent, that response should be added to the ticket as well. You'll just need to make sure you have Comments on a post are added to the same ticket enabled within the integration.

    Hope this clears up any confusion!

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  • Conza
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    Hi team,

    What is the solution to this big problem — agents solve the tickets and address them in Zendesk, except in facebook messenger - they are not marked as closed/ticked? This effects response times... and what is displayed on Facebook.

    So my team responds in Zendesk etc. and then has to go into Facebook later and mark them all as done - so it doesn't effect FB message response times etc.

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  • Brett - Community Manager
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    Hey Conza,

    With the current Facebook integration, you're unable to close a conversation on the Facebook platform. Most likely due to a restriction with the Facebook API.

    I'll pass this feedback along to our product managers and see if there's more information to provide on this roadblock.

    Cheers!

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  • Conza
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    Thanks Brett. 

    Definitely a pain point. Our response times are great, but it appears as they though are terrible because of this. 

    It would make sense that when a ticket is closed in Zendesk, or even at a bare minimum - when a response is made in ZD, it triggers and counts as a response in Zendesk! 

    Seems pretty basic requirement of integration. Anyone using ZD without *also going into FB* is going to have their response times tank.

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  • Amie B
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    Hey Conza, 

    There is a workaround to this which you could look at using. 

    1. You could look at using the Zendesk Message feature from within Zendesk chat to combat this. You can answer Facebook private messages via Zendesk message and mark them as Done from within the agent interface, this then reflects on the message on the users FB side. 

    Using Zendesk Message

    2. From there also leave the normal facebook integration set up, with privates messages still turned on. the reason for this is that Zendesk message doesn't create a ticket for the conversations which happen via it. So if you leave the normal FB integration with private messages turned on in Zendesk support, it will capture the entire conversation the agent has with the user via the Zendesk message platform. 

    3. You could then create a or automation which can solve out those private facebook message tickets automatically (there's a condition available to use specifically for it). This would then also leave the normal facebook wall post tickets in support for the agents to respond to as normal from there. 

    Hope this helps. :)

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  • Andres Vogler
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    Hello everyone,

    We are using ZD with Facebook integration for answer private messages. All work fine.

    But we have a small issue. We responds the facebook post comments directly on Facebook, using the private message function, because  Zendesk not has this feature.

    And when we respond a comment throught private message, it generate in Zendesk a new ticket with our own message, the message we send to the client.

    We respond a lot of comments a day, and after that we need go to Zendesk and manually close one a one the tickets created in Zendesk with our own messages,

    Any ideas to solve this?

     

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