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

  4. Check Include unpublished posts to receive unpublished posts as tickets

    Turn on "Include unpublished posts" for Facebook pages

Facebook Ads Manager generates tickets in Zendesk for various ad formats, including flexible ads and boosted ads. You can also measure the effectiveness of your ads through Meta's Conversions events API.

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

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