Announced on Rollout on
November 25, 2024 November 25, 2024

Zendesk is pleased to announce a new version (v2) of the public Facebook channel, introducing powerful new capabilities for greater reliability and extended support. Leveraging the latest technologies, this new version represents a major leap forward in functionality, preparing for upcoming features like Instagram public comments, expected in 2025.

This announcement includes the following topics:

  • What's changing?
  • Why is Zendesk making this change?
  • What do I need to do?

What's changing?

Zendesk’s Facebook channel has transitioned from a pull-based data retrieval method to a more advanced system that pushes information directly from Facebook to Zendesk. This new version enhances reliability, reduces response time, and paves the way for additional features.

Why is Zendesk making this change?

We are introducing this new version of the Facebook channel to deliver the following enhancements to our customers. 

  • Extended Content Access: You can now manage comments on posts older than 7 days, including boosted ads, with no restrictions on retrieving content.
  • Improved Reliability: With data pushed from Facebook to Zendesk, response times are faster, and the chances of missing comments are significantly reduced.
  • Enhanced Ad Support: Support now extends to more ad formats, including boosted ads and flexible ad formats. (Dynamic Ads are not supported because Meta is replacing them with flexible ads.)
  • Increased Page Support: This new version raises the limit on supported Facebook pages beyond the previous cap of 15. Contact Zendesk Customer Support for more information.

The following Facebook features are not supported:

  • Stickers in Comments: Currently unsupported due to limitations in Meta’s API.
  • Video Comments: Comments containing videos are not supported by webhooks, though video posts are.

What do I need to do?

To move to the new version of the Facebook channel, follow the steps below.

Note: If you manage six or more pages, we recommend waiting for our automated migration process, planned for 2025. If you wish to access the new features sooner, please complete this form, and a member of our product team will reach out.
  1. Unlink existing pages.
    In Admin Center > Channels > Messaging and Social > Facebook Pages, click Unlink next to each page. Ensure all pages are no-active and that deactivated pages are removed. 
  2. Re-add Facebook Pages. 
    Once all pages are unlinked, click Add new page, and follow the prompts to sign in, select your pages, and adjust permissions as needed.
  3. Adjust channel settings.
    Turn on Include wall posts and Include private messages in the Facebook channel settings.

For more detailed instructions, refer to our support articles:

  • Setting up your public Facebook channel
  • Reauthorizing and confirming Facebook connections

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

 

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