Question
New comments from Facebook posts or sponsored links or ads aren't added to tickets. What is the cause of this behaviour?
Answer
If you are using the Facebook channel V2, the system automatically creates a post ticket for any comment on a post—whether it’s a standard or dark post—if a ticket does not already exist.
In contrast, if you are using the legacy Facebook Channel V1 integration, the creation of tickets depends on the type of Facebook post:
Facebook standard wall posts
The Facebook integration 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.
Move to the new Facebook version to bypass this time restriction.
Facebook ads
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. But due to Facebook limitations, tickets aren't created from Advantage+ catalog, formerly known as dynamic ads. Instead use flexible ad formats for new campaigns aimed at sales or app promotion. For more information, see this announcement: Announcing Facebook dynamic ad update: Transition to flexible ad formats.
Additional resources
For different issues or questions, see these articles:
11 comments
Anais
Is there an app we can add to Zendesk to get comments that are on standard posts older than 1 week?
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Christine
Facebook limits how Pages can communicate publicly and privately with users. Currently, comments received after the first week are not added to the ticket and no new ticket is created. Unfortunately, there's no available app to bypass this limitation at this time.
I found an existing feature request related to this posted here, I highly suggest that you upvote this post and leave a comment on the thread with your use case to share with our Product Managers. Thank you!
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Gina
Hi there, we have a facebook post from 5 days ago and that hasnt pulled through to Zendesk as a ticket despite the permission in Zendesk being set to do so. Do you know why this is?
Is it because I need to select 'Comments on a post create new tickets'?
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Chris Drylie
Hello Everyone,
I want to express my gratitude for your invaluable feedback.
I am delighted to announce that we will be addressing the 1-week post concern at the beginning of 2024 through a new release of our Facebook infrastructure, accompanied by significant enhancements to meet your needs.
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Darryll
Chris Drylie any updates on this?
Is there a BETA launch? We would be interested in testing.
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Chris Drylie
Hi Darryl,
Happy to add you to our Stakeholders list so we can reach out with regular updates, so you know when a beta may be available.
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Chris Drylie
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, February 14th, at 7:00 PM CT/ Thursday February 15th, at 12:00 PM AEST for our PM Roundtable on Posts in Social Channels.
There will be a presentation and an open discussion on what is and isn’t working for you in this focus area of Zendesk and whats coming next in our Social Spaces. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here.
We’d love to see you all there.
Best regards, Chris Drylie.
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Chris Drylie
Thank you so much for providing feedback on this area!In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on Posts in Social Channels.
Please find the deck and recording in the follow up article here. Thank you again for your feedback and for being a valuable Zendesk Customer.
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Jen Benedict
I connected our Facebook Pages and allowed it to create tickets for Ads and hidden posts, however, the comments aren't coming through.
I see “However, any comments added to your posts after the ticket was closed won't be pulled into Zendesk through the integration. They still exist in the post on Facebook itself.”
Does this mean if I close the initial ticket, which is just the post, not the comment, will make it so that comments do not come through?
Do I need to leave my initial ticket, notifying me that the ad was posted, open in order to get any comments as separate tickets?
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Nicola Slack
I have connected our Facebook Pages and comments on posts and ads are NOT creating a ticket in Zendesk. When will this be resolved?
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Chris Drylie
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
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