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?
How does it work?
Why is Zendesk making this change?
What do I need to do?

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.