Question

Comments posted on my Facebook ads do not seem to come through to Zendesk as tickets. I want to respond to the comments posted in the ad. Can I include Facebook ads for ticket creation? 

Answer

Yes, you can create tickets for Facebook ads to respond to comments.

To create tickets for Facebook ads

  1. Go to the Facebook Pages in your account.
  2. Click edit on the Facebook page in question.
  3. Check Include Wall posts authored by the page > Check Include unpublished posts to review unpublished posts as tickets. Enable_include_unpublished_posts.gif

 

While ads created by Facebook Ads Manager create tickets in Zendesk, dynamic ads won't be converted to tickets due to Facebook's limitations.

For more information about the Facebook channel, see the article: Setting up your Facebook channel.

Additional resources

For articles about related issues or questions, see:

  • My Facebook integration stopped working
  • Why aren't new comments from Facebook posts or ads being added to tickets?
  • How do I troubleshoot issues with my Facebook channel?
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