Question
Users are mentioning my Facebook page in their public posts. Why don't I see a ticket for these posts in Zendesk?
Answer
The native Zendesk integration for the public Facebook channel does not support converting page mentions to tickets. If either of the following is true, then the post is considered a mention:
- Your Facebook Page uses Facebook's new Pages experience and a user posts to the page using the Mentions tab.
- A user tags your Facebook page in a post outside the Facebook page itself.
For more information, see this article: Setting up your public Facebook channel.
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