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.

To create a workflow to differentiate channels
- 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
-
Value: Facebook Post
- 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
- Ticket > Is > Created
- Under Actions add the condition below:
-
Facebook Channel Facebook Post
-
Facebook Channel Facebook Post
- Create a second trigger that sets the drop-down field created above to Facebook Private Message.
- Add the following conditions under Meet ALL of the following conditions:
- Ticket > Is > Created
-
Channel > Is > Facebook Private Message
- Under Actions add the condition below:
-
Facebook Channel Facebook Private Message
-
Facebook Channel Facebook Private Message
- 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.
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