Why aren't new comments from Facebook posts or ads being added to tickets?

Question

New comments from Facebook posts or sponsored links or ads aren't added to tickets. Why does this happen?

Answer

The reasoning behind this issue depends on the type of Facebook post:

• Facebook standard wall posts
• Facebook ads

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 aren't carried over to the original ticket, nor do they create a new ticket in your account.

Facebook ads

When Facebook ads are converted to tickets, the integration pulls in any comments made in the post up to a year after its initial creation. 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.

Additional resources

For different issues or questions, see these articles: 

• My Facebook integration stopped working
• I can't add my Facebook account to Zendesk
• How do I troubleshoot issues with my Facebook channel? 

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.