Why does Facebook integration pull in comments from posts for only one week?

9 Comments

  • Odelia Shiron
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    Need this too thanks!

    1
  • Jani Oksanen
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    Need this too.

    2
  • Wojciech Łapka
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    We need this! It's ruining whole idea of integration for many companies, it's bizzare that this gets almost no attention.  

    2
  • Ahmed
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    +1 I Don't why it was designed in this was Bizzare indeed.

    2
  • Joe Cardillo
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    +1 please fix this feature, even extending it to several weeks would be helpful, but certainly longer than 1 week. We'll probably have to switch products and remove this from our stack if it can't be adjusted.

    2
  • Rebecca Gillam
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    +1 Our posts receive comments for many weeks. This is causing additional man power to back on the live feed in FB.

    0
  • Pedro Rodrigues
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    Hi everyone, could this be happening because of the way you've set Facebook comments to be created in Zendesk?

    There are two ways to set it up: each comment is added to the main ticket VS each comment creates a new ticket.

    I just tried posting a comment to a Facebook post from August, and the corresponding ticket was created. I'm guessing this is because my main ticket (our FB account original post) is never set to Solve.

    Summing up my setup:

    1. Facebook is set up so that new post comments create new tickets

    2. The Zendesk end users who are, in fact, our Facebook Page accounts all belong to an Organization named "DO NOT MERGE" (agents used to in the past)

    3. If a ticket is created and Organization = "DO NOT MERGE", we assign to Group X (not a support Group, can be Admins, Supervisors, etc) + we tag it + (...).

    4. No business rules apply to these tickets; they will be forever open and Group X is filtered out of all dashboards. I.e. the original FB ticket (our post) doesn't count.

    --

    What I'm assuming is that at some point the the main ticket is Solved and Closed. And because the integration was set up to "Comments on a post are added to the same ticket", which is now Closed, the updates fail..?

    0
  • James Bednar
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    This is incredibly frustrating.  At a minimum make this a configurable setting with the default being 7.  

    0
  • DJ Hartel
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    The Facebook setting should be configurable.   Many of my clients would like a much longer time frame.

    0

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