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
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?
2 Comments
Is there an app we can add to Zendesk to get comments that are on standard posts older than 1 week?
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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