Facebook Ads Comments

Completed

67 Comments

  • Riina H.
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    Hey Joe! When I'm creating new triggers for these ad comments should I see the ad comments as different channel from FB private messages and page or visitor posts? I would need to be able to prioritize these ad comments differently from other FB tickets are they are lower priority for us compared ie. to visitor posts or FB private messages.

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  • Riina H.
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    Sorry for spamming ;)  I'm going to share these thoughts I already shared on the other similar beta regarding page posts (https://support.zendesk.com/hc/en-us/community/posts/115005658487-About-the-Facebook-Comments-as-Tickets-beta?page=1#community_comment_115004552487) also here:

    Tested this feature a little further on one our brand Facebook pages. Currently at least for us the feature isn't yet usable as Zendesk doesn't make a different between:

    a) visitor posts to page

    b) page posts

    c) dark posts

    As all of these 3 different types of public posts are simultaneously either on/off and the comments to these posts can't be triggered to have different priorization we're for now forced to not use these features at all. For us, as our Facebook pages have rather huge audiences for example page posts can receive hundreds of comments of which most do not require responding. This is why we need to be able to prioritize the different post type and ideally also choose which type of post comments we want to handle through Zendesk (for us this would be only visitor and dark post comments but not page post comments). 

    On the positive side the dark posts and page posts create tickets to our Zendesk and comments to these create automatic tickets of their own. So this seems to be working ok :) 

    But I hope you can work on the feature a bit further so it would be more usable to bigger brands with big audiences and lots or ad campaigns going on also :) 

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  • Charles Romestant
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    I'll add one more to Riina's gripes.

     

    In essence the comments on posts don't have any context of the original post. So it would be nice to have as ain internal inicial comment the original post from the brand

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  • Riina H.
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    Question regarding ad accounts :) We currently have 3 different ad account in use on our Facebook page. Is Zendesk able to collect Dark Post comments from all of these ad accounts or is there some kind of limitation for only one ad account per page? I know that some tools out there have this type of limitation so that's why I'm asking :) 

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  • Ash
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    Hey Joe,

     

    I have signed up for this beta. Please get back to me as I would like to test this feature out as it is critical for us and keeping the platform. Let me know.

     

     

    Kind Regards,

    Asish Mehta

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  • Joseph McCarron
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    Hi everyone,

    If you've filled out the beta form you should have it active on your account now. 

     

    Riina,

    Thank you for the clear and candid feedback. I can't promise any changes in terms of the ability to differentiate between the types of posts in business rules at this point but I understand the need and will try to get such a change on the roadmap. Assuming that you will not be able to differentiate between the posts in business rules, do you think it is a beneficial or a detrimental change to start capturing comments on Ad Posts as tickets? My hope is that it is still beneficial but please let me know if you disagree and we can discuss the challenges more directly.

    Re: different ad accounts for one page, this is not a case I'm familiar with. I'm not aware of a limitiation here but please let me know if you experience problems capturing comments from ads posted via different accounts on the one page.

     

    Charles,

    Thank you for the feedback. It's true that we don't bring in the original ad post as a comment, but you should see a link out to the original post on Facebook. I can see the value of bringing in additional context to the ticket but there are some challenges with bringing it in as a private comment. Maybe we can adjust the subject of the ticket to include part of the original post. Do you think this would be beneficial/sufficient for your needs?

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  • Joel Hellman
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    Hi Joe
    When is the GA release estimated? Within one month or is it further away?

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  • Joel Hellman
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    Echoing Charles feedback about context.

    This new feature of replying to comments will solve some issues for us, i.e. we will be able to better address our replies on posts with many commenters. But our agents still have to jump between Facebook and Zendesk before reply to the comments, now more so than before, because we don't have enough context in Zendesk.

    To make the Zendesk integration more usable for us, we very much need a better context for Facebook posts when working in inside Zendesk Support, so we don't need to leave Zendesk before making replies to posts.

    Talking for us, we would definitely want to see the surrounding context with threading intact. But I understand this is not something which is easily done. 

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  • Riina H.
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    Thanks for the reply Joe! Until we can differentiate between the different post types we can't unfortunately use the feature.

    Just as an example we just received 600 comments to a single page post in 2 days. And this was just a single post amongst many page posts and dark posts receiving comments. We can't have the page post and dark post comments in the same view with visitor posts, as 80% of the comments to page posts and dark post do not require response from support but all of the visitor posts do. 

    Currently we're moderating page posts and dark posts comments from different tool but ofc it would be easier if at some point in the future the team could handle these too from Zendesk, just from a separate view from the visitor posts and FB Messenger discussions.

    Glad to hear that you're considering adding it on the roadmap! :) 

     

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  • Nicole - Community Manager
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    Hi all - 

    Apologies for the delay in an update here. Unfortunately the team hit some road blocks in the beta and this project is currently on hold for an indefinite period of time. We are hopeful that work on this will get started up again, but we won't have any updates on it for the foreseeable future. 

    You're welcome to continue to vote and add detailed use cases to this thread, and we'll be sure to post here if and when there are updates. 

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  • Sarah Wetzel
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    Hi, 

    I'm a bit confused. You say that ad comments are not a supported feature yet, however I see the option to activate this when connecting our Facebook page:


    See the last option, include unpublished posts. I understood dark/unpublished posts to be Facebook ads. Does this mean dark posts are created as tickets, but the comments on the dark posts are not opened as individual tickets?

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  • Nicole - Community Manager
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    Hey Sarah - 

     

    Ah, I totally see where the confusion is. Dark/unpublished posts are like drafts of regular wall posts, and therefore in the integration function the same way that a regular post to your page would. 

    Some companies turn their dark posts into ads, without ever publishing them to their page. So the posts become ads, and Zendesk isn't set up to integrate with ads/track them as such. But they aren't inherently ads - they become ads once a company puts money behind it. Until that point, it's just a draft of a post. 

    As far as how those operate, it's just like published FB posts. The new post will create a ticket, but - as you said - comments will not open as individual tickets. 

    Let us know if you have additional questions. 

     

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  • Sarah Wetzel
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    Hi Nicole,

    So just to confirm I understood correctly - NO comments will be received through Zendesk (neither as a new individual ticket nor as a public comment on the post's ticket) if a dark post is never published? 

    Because if it works just like published FB posts as you mentioned, I would think we therefore receive any comments made on the post even if it's not "published" on the wall.

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  • Ving Chou
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     Hi Zendesk team,

     

    Just to add my support for this: our company do a lot of advertising on Facebook and would love Zendesk to support Facebook Ads so we can monitor all comments and questions rather than manually previewing every advert in order to monitor advert comments.

     

    Is a beta to support this likely to come anytime soon?

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  • Charlotte Magnall
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    Hi Zendesk team,

     

    Has there been any updates on this? We are really hoping to keep all our community engagement in one place, as it is extremely time consuming to have to move between channels currently.

     

    Thanks

    Charlotte

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  • Yann Graf
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    Hey guys,

    We are almost in July, still no update on the beta.

    I've registered for it but didn't get any feedback.

    And we reaaaally could use this feature.

    Thanks

    Yann

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  • Eldien Hasmanto
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    any update ?

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  • Jorge Ribeiro
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    Hi, I have the same problem. This feature is very important to us...

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  • Carla
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    Since this project is on hold, is it possible to embed another tool or app that in Zendesk to receive Facebook ads comments as tickets?

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  • Kazi Md. Imran
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    We badly need this feature -- a new ticket should automatically be created for every comment on Facebook page. We have a huge audience on our Facebook page and we do need to interact with them regularly. We have been using a different platform only for Facebook comments management sice Zendesk doesn't have this feature. We highly appreciate if you could prioritize this in the near future.

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  • Vladan Jovic
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    We need this too :/

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  • Jiri Fait
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    Dear Zendesk developers is it really that difficult to implement this feature? It takes you more than 3 years already! :-)

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  • Salah Awad
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    And the journey continues :)

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  • Timo
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    Just throwing my hat in the ring on this one. Would love to see this implemented. 

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  • Nicole - Community Manager
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    Thanks for the comment, Timo. 

    I've checked in with the dev team and unfortunately this functionality has not been prioritized for development this year. I know that's disappointing to everyone who has shared their feedback on this thread and we recognize that it's something many of you really need.

    It's always a challenge to weigh the many requests and needs of all of our users and have to prioritize just a handful of the things you're asking for on our roadmap, and we can't please everyone all the time. We do very much appreciate your feedback and participation, and welcome additional votes or comments on this request in case it's something we're able to build in the future. 

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  • Chaim Pollak
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    @Nicole can you please add me to the beta ?

    my subdomain is lanzar.zendesk.com

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  • Nicole - Community Manager
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    Hi all - 

    The beta has been completed and this functionality has now been rolled out to all accounts. 

    Thanks again for your feedback and helping us to make Zendesk better for you! 

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  • Eldien Hasmanto
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    Hi @Nicole , is it automatically applied or we need to enable it ?

    Thanks

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  • Timo
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    Great news, Nicole, thank you!

    Much like Eldien, I'd like to know how I can get us on the beta.

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  • Nicole - Community Manager
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    Hey Timo -

    The beta is closed; this functionality is now available to all users.

    I'm working on getting the documentation updated, but in the meantime all you need to do is enable the 'comments as tickets' setting. But comments made by end-users on posts that were created through the Facebook Ad Manager will then get pulled in to Support tickets.

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