Turn each Facebook comment into a ticket

Answered

5 Comments

  • Jessie Schutz

    Hi Camille!

    When a post is added to your Facebook page, a ticket is created in Zendesk. Any comments on that post will be added to the original ticket as a comment, and the assignee and any groups will be notified of the update, according to your trigger set-up. A new ticket will not be created for each individual comment.

    If that isn't sufficient for your needs, you might consider adding our Project App. This will allow you to create any number of Child Tickets from the original post ticket. It's a more manual process, but will allow you to have a separate ticket for each comment.

    Please let me know if you have any other questions!

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  • Anas Belkhair

    hi

    i use Project App to mange every comment we receive in public comment 

    it does't work could you please give me more details how is it work or how to use it correctly 

     

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  • Keith @ Zendesk

    Hey Anas,

    In order for us to see what might be going on, we'd need to get a Ticket opened up for you and take a look at your set up.  You'll be hearing from us over email shortly.  

    Thanks!

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  • Nook Hutasuwan

    Hello,

    How do I set a trigger to identify whether the FB ticket comes from a wall post, post comment or private message? 

    Thanks

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  • Stephen Fusco

    Hey Nook, 

    Thanks for your question! You'd want to use the conditions: 

    "Channel > is > Facebook Post" or "Channel > is > Facebook Private message

    The "Facebook Post" condition encompasses both posts on your wall and comments on posts. Those are the only facebook conditions currently in triggers and automations 

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