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Add option to create tickets from Facebook Mentions



Posted Feb 11, 2021

Each business on Facebook has a section to keep track of Mentions on Facebook, e.g.

https://business.facebook.com/yourbusiness/notifications/?section=activity_feed&subsection=mention

In Facebook Integration settings, there is no option to include those Mentions and let them create Tickets like other Facebook activity

https://yourdomain.zendesk.com/agent/admin/facebook

 

The only thing I can find is discussion from 6 years ago: https://support.zendesk.com/hc/en-us/community/posts/204248887-Facebook-mention-integration

which probably didn't lead to any solution.

 

It is essential for us to be able to track ALL activity from Social media and getting that into our Customer Service tool. Going back to using several tools to keep overview is not what we expected when joining Zendesk.


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Does anyone know, if there is a third party app or integration platform supporting Facebook "Mentions"?

Now that it seems that customers cannot anymore add wall post, but everything is under "Mentions", support to bring these into tickets for replying is essential. It seems that if customer "tags" company in their own feed or comes to company pages and adds a wall post under "Mentions", those both are visible there.

Also, if anyone has studied Facebook APIs, I am interested in, if there is support to retrieve this information and comment back, so that a solution actually could be built.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Arno - 

Zapier purports to be able to do this, but admittedly this isn't something that I've personally installed in an environment: https://zapier.com/apps/facebook-pages/integrations/zendesk 

Brandon

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Stephan Marzi

Zendesk Luminary

Hey Arno, 

Please check the following app in the marketplace: https://www.zendesk.com/marketplace/apps/support/181665/facebook-reviews/?queryID=46e08ffe69d0270a1ea2858e82056ab9

Regards, 

Stephan

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Chris Drylie

Zendesk Product Manager

Hi All, 

Thank you for the fantastic feedback, 

We will be supporting the mentions tab on a facebook page and have added it to our roadmap, no date has been confirmed yet, but is something we will be monitoring closely.

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