Facebook Ads Comments

Completed

67 Comments

  • Official comment
    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! 

  • Joseph McCarron
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    Hi everyone,

    First, I want to apologize for the silence on this thread. I want you to know that I've read every comment. Second, I want to thank you for your comments. Receiving feedback like this is really helpful, even if it seems like we're not listening. I appreciate the diligence.

    I don't have anything to offer you just yet but don't want to wait any longer to tell you that we are working on supporting comments on Facebook Ads. We should have a limited beta for you soon.

    Once again, thank you.

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  • Sten Saar
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    Agreed, really need it too!

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  • John Axelberg
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    Yes, need it badly too!!!

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  • Christian Jørgensen
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    It's impressive that Zendesk has been ignoring this crucial part of the Facebook interactions. Everybody runs Facebook ads.. everybody gets comments, but we need to manually check for this every day, meaning inconsistent response times. This gives your customers a bad rep. Act on it Zendesk! 

    1
  • Rhoda
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    I am thrilled to hear this! This will be a huge help for us. We would be delighted to participate!

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  • Steven
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    Same here, signed up but never received a beta invite or see FB ad in our social view. Could you have a look into this please Joe?

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  • 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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  • 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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  • 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! 

    1
  • 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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  • Fredrik Debong
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    Need this too, have hundreds of comments there and it's a mess… Need the support teams responsiveness on these.

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  • Rhoda
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    We need this feature badly. We get tons of questions & comments on our facebook ads. We would like to be able to create an integration w zendesk and then be able to tag, automate reply, etc...So much great feedback and it's all going unquantified bec we are missing this feature!

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  • Dor Dahan
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    We also need it.

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  • Kelvin
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    Need this too thanks

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  • Angelyntanxinyi
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    Hi guys, is there an update on this? We need Zendesk to support Facebook ads. Or does anybody know any work around?

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  • Steven
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    Need this very much. Everything from Facebook is connected with our Zendesk account, but if someone comments on one of the pictures in the ads it doesn't show up. Been missing a lot of important messages due to this. Please add this feature as soon as possible.

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  • Simon Meilak
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    We also need this!!!!

     

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  • Jiri Fait
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    I second that!

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  • Kristen Pollack
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    We need this feature as well.

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  • Mike Harrell
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    Is there any update on this? Has Zendesk made any comment that this feature may be added in the future? It's very time consuming to have to check these manually in Facebook.

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  • Rachel Snare
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    We also need this feature! It's a huge hassle to have to check the comments on FB ads manually. I'm surprised that Zendesk hasn't responded to this request yet. 

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  • Riina H.
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    Thats great news Joe :) This would be a huge help to us also as it would be so much better to be able to moderate the ads comments from the same tool.

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  • Joseph McCarron
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    Hey everyone, we're getting ready to kick off the beta I mentioned. Please apply to participate in the beta test program by filling out this form: https://goo.gl/forms/qP3lbyHU0sUUqHnC3 

    We'll review applications and periodically add accounts. Once your account has been added I'll send you an email with additional detail about how to provide feedback.

    Thanks!

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  • Charles Romestant
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    @joe McCarron, 

    I'm actually in the beta right now, and still am not receiving the ad comments.

    is there anything turned off currently?

    is there a permission that I should double check is active?

     

     

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  • Charles Romestant
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    Just to add one thing. it seems for some pages it works, for others it doesnt...

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  • Joseph McCarron
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    Hey Charles,

    One thing about the beta is that we will only capture comments on Ads that are posted created after you've enabled the beta. Do you think that explains the discrepancy you're seeing? If not please let me know and we'll investigate for you.

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