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Posted Aug 03, 2022
Hello,
Is there any option to reply to Facebook comments without selecting the option to create every single comment as a ticket?
Regards,
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Posted Aug 03, 2022
Hello,
Is there any option to reply to Facebook comments without selecting the option to create every single comment as a ticket?
Regards,
0
5 comments
Christine
You can Edit your Facebook channel and choose "Comments on a post are added to the same ticket".
This way wall post comments will be added to the wall post ticket instead of creating a new ticket for every single comment.
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Mohamed Hosny
Hi Christine,
Is there any option to reply to a single comment within the ticket?
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Christine
If you would like your replies to thread on the comment, you will have to choose the option "Comments on a Post create new tickets". Otherwise, replies will appear as a new comments. Unfortunately, there's no other way around this.
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Lucy Husband
Hello,
If you select 'Comments on a post create new tickets', you have no visibility to what the post is and so all you see is a ticket with a comment that does not link to the original post. Is there a way to see what post the comment is on? My team are having to switch back to Meta Business to find what post the comment is on for context, before they are able to reply. I like the idea of having individual comments come through as tickets as this is great to see my teams work volumes when reporting, however this integration is creating more work. I want to work smarter, not harder.
I am keen to understand what value Zendesk feels this limited integration has and if there are development plans?
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Shawna James
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