Comment on comments in Facebook threads
AnsweredI 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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Official comment
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 -
This is extremely important. I hope zendesk reconsiders this feature.
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This would hugely beneficial, Zen Desk are you able to take a look into adding this feature please?
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Please consider adding In-line replies to Zendesk for Facebook. It allows us to respond directly to the user without creating another comment. It's the best way to insure that customers are getting a response to their FB post which is good for community management, especially since comments we are responding to are support-related and it's crucial they get a response. I'm told that other forms of feedback may not get through depending on their individual settings.
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really need this
please develop it
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Has there been any comments from Zendesk directly on this topic or discussion in other forums or links? Looking for a solution. Thanks so much!
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This would be super helpful!
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Without this functionality the facebook integration works only for private messages.
The way that ticket creation from comments on the wall works is completely distant from reality and the needs of CS in Social Media.
Is a must have funcionality if you want to have a real integration with FB.
Please consider this.
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Yes please! I am canceling our Zendesk subscription because this feature is not offered yet.
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Hi all,
Take a look at Sprout Social, the platform offers Zen Desk integration but most importantly it has great tools to manage your social media channels.
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Would love this.
For us, the only viable use of the built-in Facebook support is direct messages, because of the inability to reply to a specific comment.
At the moment we have halted our Facebook implementation, since we need to support both channels and would like all of it to go through Zendesk.
As soon as you have any amount of traffic in your Facebook page with multiple users commenting, you need to be able to comment on comments.
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@Nicolas, The idea is have only one platform for all CS channels. On the other hand, using Sprout Social you can not unify metrics.
As Perrie, we are considering canceling our subscription because this feature is not offered yet.
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Replying to multiple commenters on a Facebook post with correctly nested display of the conversation is more than necessary. Badly formatted replies confuse the customers involved and reflect badly on the brand and CS. This needs to happen now!
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This is SO important and turning into a make or break for my team and the BI behind ticket logging of responses done.
Now these support requests are only done on Facebook natively which means agent time and responses are completely unaccounted for. Not good!!
I'm revisiting tools like Hootsuite now to plug this functionality and then downgrade our Zendesk plan.
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This function is pretty vital in order to make facebook as a channel through Zendesk as a viable option, please make this happen.
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It's so important to have this feature. We are having the same problem.
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Hey, we are evaluating Zendesk and we need so bad this feature. We have a lot of feedback from our customers via Facebook and we need our answer to be as custom as it could. Please add it!
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So, after 2.5 years they still haven't implemented this?
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Hey Zendesk - this is a big miss on your part! The majority of our customer support activity is via comments on wall posts that our brand posts. We have to continue providing great support by responding to these comments. Our ideal is to run this all though Zendesk...where is this in your roadmap?
And for anyone who reads this thread - PLEASE upvote it to try and get Zendesks attention.
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Finally this issue is getting some traction. It's so bad that I am looking at alternative ways to do customer service and replace Zendesk entirely.
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I was informed that there is no way/functionality to directly respond to Facebook user Comments on our Facebook Page. This presents a problem for us. If there are 100 user comments that need responses, we will create 100 new comments to address those users . This is simply not feasible.
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Are there any updates on this?
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Any new comments from the same facebook post will just reopen an old ticket. The same ticket keeps being opened by zendesk automatically and manually closed by the staff each and every time a customer post a comment & our staff replies that comment in our facebook page.So, we are unable to track how many comments were received and replied by staff.
We can't reply customer's comment via Zendesk since it does not allow us to reply in that comment thread.
So, an agent is monitoring & replying via facebook page and merely closing the same ticket number in zendesk. Does not justify why we integrated facebook comments to zendesk.
Please allow each new comment to create a new ticket and allow agents to reply in that comment thread.
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Any movement on this project? This would be so useful not only to reply directly to the comment, but from a monitoring aspect. We could monitor the activity so that no comment goes unanswered.
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We have raised this problem several times, is there any progress on this issue?
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Well, this is something which is desperately required from our side. You are requested to please provide a solution to this issue at the earliest. This will add value to the Zendesk features and fulfil long awaited customer requirement.
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@ZenDesk team - Can you please update us on when this feature may be released?
There are comments from Max from last year saying that you're "working on it" but this is a very real issue for our customer care team. As long as this issue persists, we cannot reply on ZenDesk to meet our needs. -
I also think it's very important and seems a minor effort improvement that will give us a valuable funtionality. Please, think about its importance. Thanks !
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Zendesk has started a beta that relates to this thread, and you might be interested in checking out this forum:
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Hey Joel,
I have sent you the application. Could you please enable this feature for us?
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