Comment on comments in Facebook threads

Answered


Posted May 13, 2014

I attended your Zendesk meeting in Copenhagen last week. At the meeting, I proposed my inquiry: is it true that it is not possible to answer a customer in a wall post thread directly as it is when in Facebook? No one at the meeting had the answer for that and suggested I forwarded the question in this forum.

When a wall post gets comments, Facebook has the feature that you can answer each comment individually making threads in the thread. However, if I answer through Zendesk, my response comes out on the same level as the other comments and the responses are not placed in chronological order, which makes it difficult to find out which question and answer go together if the thread is long. This has resulted in that I only reply directly in Facebook and afterwards have to close the ticket in Zendesk.

Is it not possible to answer Facebook thread comments directly and individually? If not, it is hereby a requests :)

 


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63 comments

Official

image avatar

Chris Drylie

Zendesk Product Manager

Hi All-

Thank you for your feedback.

I just wanted to take this opportunity and introduce myself, my name is Chris and I’m the product manager working on the public social experience here at Zendesk (Virtual Hi).

Our team is currently reviewing our conversation streams within tickets and as part of this, we would like to work with you to ensure this experience is the best solution.

Please let me know if I can reach out to any of you directly to have an offline chat!

Regards,
Chris Drylie,
Product Manager - Public Social.
Zendesk

0


Any news on this progress ?

0


Thank you for the update Chris Drylie! Do we have a timeline?

0


Hi All, 

Just wanted to loop back on this, 

Currently, we are focusing on a new underlying platform that will increase reliability and remove many of the current limitations on our social integrations, this will give us a solid platform to build on before we start work in this space.

I will continue to keep you updated.

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Chris Drylie we are very interested in the threading feature. Is it already possible to enable it?

1


Thanks, everyone, will be reaching out soon.

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Hi Chris Drylie

You can contact me on https://www.linkedin.com/in/ahmedgroup/

Zendesk need to be an omni channel for all communications and social media :

1- Ability to get facebook messages

2-Whatsapp messages receival

3-whatsapp templates messages creation & sending with easy interface

4-Instagram DM

5-facebook/instagram comments  & replies on comments & replies on replies the 3 levels and assuming each single reply as a separate ticket

 

0


Chris Drylie We're interested! Thank you.

 

0


Hi Chris Drylie, we're interested. Thanks!

0


Official

Hi All-

Thank you for your feedback.

I just wanted to take this opportunity and introduce myself, my name is Chris and I’m the product manager working on the public social experience here at Zendesk (Virtual Hi).

Our team is currently reviewing our conversation streams within tickets and as part of this, we would like to work with you to ensure this experience is the best solution.

Please let me know if I can reach out to any of you directly to have an offline chat!

Regards,
Chris Drylie,
Product Manager - Public Social.
Zendesk

0


We NEED this! Please implement it, Social Media is so important in customer support nowadays. Thanks!

0


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