| Announced on | Rollout starts | Rollout ends |
| January 29, 2025 | January 28, 2025 | February 7, 2025 |
Zendesk is excited to announce an important update to our Facebook channel, bringing greater consistency and reliability to how comments are managed. This update focuses on unifying the logic for handling comments on normal and dark posts, ensuring all comments are automatically linked to post tickets for better tracking and management.
This announcement includes the following topics:
What is changing?
Zendesk’s Facebook channel now ensures that any comment on a post—whether it’s a normal or dark post—automatically creates a post ticket if one does not already exist. This improvement simplifies your workflow and ensures that no customer interactions are missed.
Key Benefits of the Enhanced Facebook Experience
- Extended Content Access: Manage comments on posts older than seven days, including boosted ads, with no restrictions on retrieving content.
- Improved Reliability: Data is now pushed from Facebook to Zendesk, reducing response times and minimizing the risk of missing comments.
- Enhanced Ad Support: Gain support for additional ad formats, including Boosted Ads and Flexible Ad Formats.
- Increased Page Support: Manage more Facebook pages beyond the previous limit of 15.
Why is Zendesk making this change?
- Consistency: If Zendesk has not previously seen a post, it will now pull the content of the post along with the comment. This allows agents to respond accurately with the appropriate context, improving the quality of customer interactions.
- Improved Tracking: Agents can now easily understand the origin of the post, with all relevant details saved directly in the ticket for streamlined tracking and resolution.
What do I need to do?
If you’re already using the new enhanced Facebook experience, this update will be available to you automatically during the rollout window. No action is needed on your part to start benefiting from this improvement.
If you have not yet moved to Facebook V2, we encourage you to transition now to access this enhancement and other powerful features. Please see our previous post here for guidance on migrating to Facebook V2 here.
We’re committed to continuously improving your Facebook channel experience. Stay tuned for more updates!
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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