Issue symptoms

New comments from Facebook posts or sponsored links or ads aren't creating new tickets.

Resolution steps

If you are using the Facebook channel V2, the system automatically generates a ticket for any comment made on a post, including both standard and dark posts, provided that a ticket does not already exist.

To verify that your Facebook integration is working, create a view to monitor the flow of Facebook tickets through Zendesk Support.

To create the view

  1. Create a new view
  2. Enter a title for the view. For example, enter Facebook posts
  3. Under Tickets must meet all of these conditions to appear in the view, ad
    • Status | Less than | Solved
    • Channel | Is | Facebook Post

Now that the views are in place, test if threaded comments are creating their own tickets as expected.

To do this

  1. In the Admin center, click Channels
  2. Under Messaging and social, choose Facebook Pages
  3. Click Edit beside the Facebook page you'd like to edit settings for
  4. To make sure wall posts get converted into tickets automatically, select Yes for Include Wall posts
  5. Next, enable Comments on a Post create new tickets
  6. Click Update Page settings to save these changes

With your settings all set up, the next step is to create a wall post on your Facebook page and add a comment. Once done, head back to Support and open the view you created.

The test post and comment should automatically generate tickets in Zendesk, typically within just a few seconds to a few minutes. This confirms that your Facebook posts and comments are successfully flowing into your Zendesk account.

The following video also walks you through the confirmation process:

If you are using the legacy Facebook channel V1 integration, the creation of tickets depends on the type of Facebook post.

  • Standard Facebook posts in the legacy version only pulls in comments from standard wall posts for one week after the post's creation. Comments added after that point don't carry over to the original ticket nor create a new ticket in your account. To bypass this time restriction, move to the new Facebook version.
Note: Wall posts reposted without any additional text or description won't generate tickets in Zendesk Support. Comments on such reposts also won't thread into existing tickets or create new ones.
  • When Facebook ads convert to tickets, the integration pulls in any comments made on the post for up to a year after its creation. However, any comments added after the ticket is closed won't appear in Zendesk through the integration. They still exist on Facebook. Zendesk tickets are created from ads made by Facebook Ads Manager. Due to Facebook limitations, tickets aren't created from Advantage+ catalogue ads, formerly known as dynamic ads.

For more information, see these articles:

  • Reauthorizing and confirming the Zendesk Support - Facebook pages connection
  • My Facebook integration stopped working
  • How do I troubleshoot issues with my Facebook channel?
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