How can I create a view that differentiates Facebook posts from private messages?

Question

How can I create a view for Facebook tickets that differentiates wall posts from private messages?

Answer 

In your views, the Channel column does not differentiate between tickets that come from a Facebook wall post and a Facebook private message. They are all recorded as Facebook.

However, with a workflow that combines triggers and ticket fields, you can differentiate between the two types of tickets.

To create a workflow to differentiate channels

1. Create a drop-down ticket field called Facebook Channel with the following Field values:
   • Value: Facebook Post
     Tag: facebook_post
   • Value: Facebook Private Message
     Tag: facebook_pm
2. Create the first trigger that sets the drop-down field created above to Facebook Post. Add the following conditions under Meet ALL of the following conditions:
   • Ticket > Is > Created
     
   • Channel > Is > Facebook Post
     
3. Under Actions add the condition below:
   • Facebook Channel Facebook Post
     
4. Create a second trigger that sets the drop-down field created above to Facebook Private Message.
5. Add the following conditions under Meet ALL of the following conditions:
   • Ticket > Is > Created
   • Channel > Is > Facebook Private Message
     
6. Under Actions add the condition below:
   
   • Facebook Channel Facebook Private Message
     
7. In the view where your Facebook tickets are listed, under Formatting options, drag the Facebook Channel to be included in table.

For more articles about Facebook, see the Social media section.