Setting up your public Facebook channel

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13 Comments

  • zeedalex

    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,

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  • Ollie Thirlwell-Pearce

    Hi There - 

    I want comments on our FB ads to raise a new ticket, to ensure that we respond, but I do not want each time we post to raise a ticket as that just clogs up the queue with tickets that require no action.

    We're regularly creating lots of ads in one go (as a new ad will go into multiple audiences) as well as posting on our social channels daily, so this is a bit of a frustration. Is there a way to block tickets from being created when we post, but still enable them on dark posts for ad comments? Alternatively, is there a way of automatically deleting these unnecessary tickets (I have tried automations but struggling to find something that will work!). 

    Keen to hear of anyone's solutions as I'm sure we're not alone in this!

    Thanks, 

    Ollie

     

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  • Brenda Cardinez

    Hi Ollie,

    I created a ticket on your behalf to further assist you with this.

    Thank you!

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  • Sini

    Hi!

    Is there any update on the maximum 15 page -limit? Will it be expanded anytime soon?

    Thank you in advance!

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  • Tomas Vaitkevicius

    Please have a look at the article below and vote if you also have a demand to expand Facebook Pages integration.

    https://support.zendesk.com/hc/en-us/community/posts/1260804078669-Expand-the-limit-of-Facebook-Pages-integration

     
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  • Mostha Rahaman

    my Facebook account login please help me DP

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  • Pet Partner Mon

    Hello, we have 4 Facebook pages in our account, how do we know from which Facebook page the message is from? Is it possible to show the Facebook page name instead of just "Facebook"?

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  • Tainashiri

    It is not intituitive and this article did not make it clear that after you set up your FB Channel you have to Edit the FB Page and then activate what kind of comunication you want to convert as tickets.

    The article implies that the "Editing your Facebook channel" is just a guide on how edit anything if you need to one day, someday, maybe...

    and not that this is a vital part of the steps configurations of this new channel!

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  • Laurence Kuizenga

    Hi,

    I have the exact same question as Ollie Thirlwell-Pearce, I do not see a solution in this thread. Does anybody have a solution for this, maybe a plugin or setting? Thanks for getting back!

    I want comments on our FB ads to raise a new ticket, to ensure that we respond, but I do not want each time we post to raise a ticket as that just clogs up the queue with tickets that require no action.

    We're regularly creating lots of ads in one go (as a new ad will go into multiple audiences) as well as posting on our social channels daily, so this is a bit of a frustration. Is there a way to block tickets from being created when we post, but still enable them on dark posts for ad comments? Alternatively, is there a way of automatically deleting these unnecessary tickets (I have tried automations but struggling to find something that will work!). 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Laurence Kuizenga

     

    To configure which Facebook post will create a ticket in your account, feel free to check this article, Can I include Facebook ads for ticket creation?

    But with regards to filtering which comment can be converted into a ticket from an ad, at the moment is not possible as it is a limitation with Facebook's integration. All the comments will be converted into a ticket. However, you can moderate the comments in your ads so at least from there, only the moderated comments will be converted into tickets. This can be done from Facebook's end: Manage Comments in your Ads.

    You can also create a trigger or a View to manage the unwanted ad tickets. 

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  • Ross Strome

    Hi Zendesk team, 

    I followed all the above steps to connect and setup a few Facebook accounts with our Zendesk. Direct messages (through messenger) are coming into Zendesk as tickets just fine, however public wall posts are NOT coming into Zendesk at all. I checked the settings and we have "include wall posts" turned on and "comments on a post are added to the same ticket" turned on as well. Zendesk support has not been able to help troubleshoot this issue. Please help. 

     

    Thank you. 

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  • Amie Brennan

    hey Ross Strome,

    With the wall posts not coming in, can you check you're not running into this issue mentioned here: https://support.zendesk.com/hc/en-us/articles/4408821086362-Why-aren-t-new-comments-from-Facebook-posts-or-ads-being-added-to-tickets-

    Let us know how you go. :)

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  • Lumi Fagbure

    I've got the following setup

    Native/Legacy FB integration set up

    Wall posts turned on

    • Comments on a Post create new tickets - ON
    • Include hidden posts - ON
    • Include Wall posts authored by the Page - ON
    • Include unpublished posts - ON
    • Include private messages - YES

    Messaging turned Off (including FB messenger integration)

    Agent Workspace turned on

    I have multiple FB pages integrated. Each of these have an Ad with a 'Send Message' button. 

    The results when customers click the 'Send Message' button is inconsistent. see below

    Scenario1 

    Requester: Page name

     Subject: [RandomCustomerName] replied to an ad. 

    Description: Customer's message and 'via Facebook Messenger' underneath the comment

    Scenario 2

    Requester: Customer Name

     Subject: Customer's message

    Description: Customer's message and 'via Facebook Messenger' underneath the comment

    Scenario 3

    Requester: Page name

     Subject: [RandomCustomerName] replied to a post. View post(LinktoThePostInQuestion)

    Description: [RandomCustomerName] replied to a post. View post(LinktoThePostInQuestion)

    Additional Comment: Customer's message

    I tried multiple variations with Messaging off/on, Agent Workspace off/on with no consistent outcomes. 

    Could anyone please tell me what would cause any of these scenarios? Most important, I am trying to get Scenario 3 working consistently as it's important that agents can see (in Zendesk( what ad the customer is responding to. Thanks!

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