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

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8 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
    Zendesk Engineering
    Hi Anais,

    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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  • Brian Greenberg

    The one-week limit on feeding comments through makes this integration unusable. Please fix this.

    1
  • Chris Drylie
    Zendesk Product Manager

    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
    Zendesk Product Manager

    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
    Zendesk Product Manager

    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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