Hi, is there any update on this? It's surprising that Zendesk hasn't made any changes. The integration is useless for us, and the older system we were using (Gorgias) had amazing features for their FB integration.

We now have to pay double just to be able to work on the FB tickets the way we need to. The whole point of us switching to ZD was to centralize everything and it is a shame this last piece kills us.

What would be super helpful to add (for us, not sure about other companies) is: (see image below)

The ability to like and hide a comment from a Zendesk ticket
The ability to directly go to the comment or reply in question instead of being routed to the post as a whole (if you have over 100 comments having to sift through is annoying)
The ability to reply to a FB user's comment as a reply to them rather than a general post to our ad or wall post.

Replying when comments are added to one post looks like we reply to ourselves similar to Jorge's comment above. I changed the settings to make comments into new tickets, but after speaking to support it seems like it won't solve the problem. I am not sure what our inbox is about to look like.

The one week limitation is problematic because if we have ads that perform well, in order us for to service our customers or leads there we have to keep the ticket open for the lifetime of the post.