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Chris Drylie
Joined May 12, 2021
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Last activity Feb 06, 2025
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Latest activity by Chris Drylie
Chris Drylie created an article,
Announced on | Rollout starts | Rollout ends |
February 11, 2025 | February 11, 2025 | February 18, 2025 |
We are excited to announce a significant enhancement to Zendesk's Facebook integration: Threaded comments ticketing. This new functionality improves the organization of Facebook interactions within Zendesk, allowing agents to manage conversations more effectively.
This announcement includes the following topics:
What's changing?
Previously, all comments on a Facebook post were added to a single Zendesk ticket, making it challenging to track separate conversations.
With this update:
- Top-level comments on a public Facebook post will continue to be consolidated into a single ticket.
- Threaded replies (responses to a top-level comment) will now generate separate child tickets, ensuring better clarity and workflow management.
To provide flexibility, we are introducing this new feature as a configurable setting, Threaded comments create a new ticket, which becomes available when your Facebook channel has the Comments on a post are added to the same ticket setting turned on.
When this new setting is selected, replies to top-level comments will create new child tickets in Zendesk, creating a structured approach to managing Facebook conversations.
How does it work?
When the Threaded comments create a new ticket setting is selected, a number of behaviors are applied.
Parent tickets:
- Collect all top-level comments from a Facebook post.
- Display notifications when child tickets are created for threaded replies.
- Provide clickable links to associated child tickets for seamless navigation.
Child tickets:
- Manage conversations stemming from replies to top-level comments.
- Post agent replies directly within the corresponding Facebook thread.
Reply behavior:
- A reply to the parent ticket posts as a new top-level comment on Facebook.
- A reply to the child ticket posts as a reply within the corresponding thread on Facebook.
Why is Zendesk making this change?
This update includes several key benefits:
- Extended content access: Manage comments on posts older than seven days, including boosted ads, with no restrictions on retrieving content.
- Improved reliability: Data is pushed from Facebook to Zendesk, reducing response times and minimizing the risk of missing comments.
- Enhanced ad support: Gain support for additional ad formats, including boosted ads and flexible ad formats.
- Increased page support: Manage 30 Facebook pages, above the previous limit of 15.
- Clearer conversations: Agents can distinguish between different discussion threads, avoiding confusion within a single ticket.
- Improved efficiency: Seamlessly switch between parent and child tickets using intuitive navigation.
- Consistent customer interactions: Replies stay within the correct context on Facebook, maintaining structured conversations.
What do I need to do?
If you’re already using the enhanced Facebook experience, this update is available to you automatically during the rollout window. Just turn on the setting, and you're ready to go.
If you have not yet moved to Facebook V2, we encourage you to transition now to access this enhancement and other powerful features.
We’re committed to continuously improving your Facebook channel experience. Stay tuned for more updates!
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Feb 11, 2025 · Chris Drylie
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Chris Drylie created an article,
Announced on | Rollout starts | Rollout ends |
January 29, 2025 | January 28, 2025 | February 7, 2025 |
Zendesk is excited to announce an important update to our Facebook channel, bringing greater consistency and reliability to how comments are managed. This update focuses on unifying the logic for handling comments on normal and dark posts, ensuring all comments are automatically linked to post tickets for better tracking and management.
This announcement includes the following topics:
What is changing?
Zendesk’s Facebook channel now ensures that any comment on a post—whether it’s a normal or dark post—automatically creates a post ticket if one does not already exist. This improvement simplifies your workflow and ensures that no customer interactions are missed.
Key Benefits of the Enhanced Facebook Experience
- Extended Content Access: Manage comments on posts older than seven days, including boosted ads, with no restrictions on retrieving content.
- Improved Reliability: Data is now pushed from Facebook to Zendesk, reducing response times and minimizing the risk of missing comments.
- Enhanced Ad Support: Gain support for additional ad formats, including Boosted Ads and Flexible Ad Formats.
- Increased Page Support: Manage more Facebook pages beyond the previous limit of 15.
Why is Zendesk making this change?
- Consistency: If Zendesk has not previously seen a post, it will now pull the content of the post along with the comment. This allows agents to respond accurately with the appropriate context, improving the quality of customer interactions.
- Improved Tracking: Agents can now easily understand the origin of the post, with all relevant details saved directly in the ticket for streamlined tracking and resolution.
What do I need to do?
If you’re already using the new enhanced Facebook experience, this update will be available to you automatically during the rollout window. No action is needed on your part to start benefiting from this improvement.
If you have not yet moved to Facebook V2, we encourage you to transition now to access this enhancement and other powerful features. Please see our previous post here for guidance on migrating to Facebook V2 here.
We’re committed to continuously improving your Facebook channel experience. Stay tuned for more updates!
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jan 30, 2025 · Chris Drylie
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Chris Drylie created an article,
Announced on | Rollout on |
December 3rd, 2024 | December 3rd, 2024 |
We are thrilled to announce the launch of the Zendesk Workday integration. Through our new sidebar app in Support, agents can instantly access relevant employee data directly from Workday.
This functionality allows agents to provide fast, personalized employee service with easy access to employee information—boosting agent productivity, providing accurate employee service, and protecting sensitive employee data.
This announcement includes the following topics:
What's changing?
Starting today, the Workday integration allows agents to access real-time employee details while handling tickets, eliminating the need to toggle between systems. With this integration, employee service teams will be equipped to provide timely and accurate responses to employee queries while maintaining enterprise-grade security.
Boost HR agent productivity by securely centralizing employee data
- Respond to employee requests faster by giving agents instant access to critical employee information directly in Zendesk.
- Improve collaboration across internal departments by centralizing key employee data within Zendesk.
- Maintain secure agent permissions that are aligned to Workday’s restrictive access controls, configurable by admins.
Provide accurate and secure employee service
- Enable more precise service for employees with automated ticket matching to their record in Workday.
- Tailor support for employees by equipping agents with key insights from Workday (such as an employee's role, org, and location).
- Protect sensitive employee data with data access controls across all touchpoints, including Ticket, User, and Org screens.
Why is Zendesk making this change?
This feature reflects our ongoing commitment to provide exceptional employee service. By integrating Workday data directly into Zendesk, we’re enabling employee service teams to provide fast, personalized service with easy access to employee information.
What do you need to do?
- Installation: The app is available in the Zendesk Marketplace or can be installed directly via Admin Center. See our guide: Installing and configuring the Workday app for Zendesk Support.
- Configuration: After installation, configure the app to display relevant Workday information. Ensure your OAuth credentials are up-to-date for seamless access.
- Familiarize Yourself: Take advantage of the app's features, such as data verification, to enhance your team's workflow.
We encourage all users to transition to the Workday integration for a more integrated ticket management experience. If you have feedback or questions related to this announcement, visit our community forum where we value and address your input. For assistance with the Workday sidebar app, contact Zendesk Customer Support.
Let's enhance our employee support journey together!
Edited Dec 04, 2024 · Chris Drylie
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Chris Drylie created an article,
Announced on | Rollout on |
November 25, 2024 | November 25, 2024 |
Zendesk is pleased to announce a new version (v2) of the public Facebook channel, introducing powerful new capabilities for greater reliability and extended support. Leveraging the latest technologies, this new version represents a major leap forward in functionality, preparing for upcoming features like Instagram public comments, expected in 2025.
This announcement includes the following topics:
What's changing?
Zendesk’s Facebook channel has transitioned from a pull-based data retrieval method to a more advanced system that pushes information directly from Facebook to Zendesk. This new version enhances reliability, reduces response time, and paves the way for additional features.
Why is Zendesk making this change?
We are introducing this new version of the Facebook channel to deliver the following enhancements to our customers.
- Extended Content Access: You can now manage comments on posts older than 7 days, including boosted ads, with no restrictions on retrieving content.
- Improved Reliability: With data pushed from Facebook to Zendesk, response times are faster, and the chances of missing comments are significantly reduced.
- Enhanced Ad Support: Support now extends to more ad formats, including boosted ads and flexible ad formats. (Dynamic Ads are not supported because Meta is replacing them with flexible ads.)
- Increased Page Support: This new version raises the limit on supported Facebook pages beyond the previous cap of 15. Contact Zendesk Customer Support for more information.
The following Facebook features are not supported:
- Stickers in Comments: Currently unsupported due to limitations in Meta’s API.
- Video Comments: Comments containing videos are not supported by webhooks, though video posts are.
What do I need to do?
To move to the new version of the Facebook channel, follow the steps below.
-
Unlink existing pages.
In Admin Center > Channels > Messaging and Social > Facebook Pages, click Unlink next to each page. Ensure all pages are no-active and that deactivated pages are removed. -
Re-add Facebook Pages.
Once all pages are unlinked, click Add new page, and follow the prompts to sign in, select your pages, and adjust permissions as needed. -
Adjust channel settings.
Turn on Include wall posts and Include private messages in the Facebook channel settings.
For more detailed instructions, refer to our support articles:
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Nov 25, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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Chris Drylie commented,
🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀
We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!
🔹 What’s New in Facebook V2?
- Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
- Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
- Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
- More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
- Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
- Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.
If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.
👉 Sign up for the open beta here.
Enhance your team’s efficiency and improve your social media engagement with Facebook V2!
View comment · Posted Oct 28, 2024 · Chris Drylie
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