Why does Facebook integration pull in comments from posts for only one week?

24 コメント

  • 正式なコメント
    Chris Drylie
    Zendesk Product Manager

    Hello Everyone,

    I want to express my gratitude for your invaluable feedback.

    I am delighted to announce that we will be addressing these concerns at the beginning of 2024 through a new release of our Facebook infrastructure, accompanied by significant enhancements to meet your needs.

  • Odelia Shiron

    Need this too thanks!

  • Wojciech Łapka

    We need this! It's ruining whole idea of integration for many companies, it's bizzare that this gets almost no attention.  

  • Ahmed

    +1 I Don't why it was designed in this was Bizzare indeed.

  • Joe Cardillo

    +1 please fix this feature, even extending it to several weeks would be helpful, but certainly longer than 1 week. We'll probably have to switch products and remove this from our stack if it can't be adjusted.

  • Becca X

    +1 Our posts receive comments for many weeks. This is causing additional man power to back on the live feed in FB.

  • Pedro Rodrigues (opservator.com)
    Community Moderator

    Hi everyone, could this be happening because of the way you've set Facebook comments to be created in Zendesk?

    There are two ways to set it up: each comment is added to the main ticket VS each comment creates a new ticket.

    I just tried posting a comment to a Facebook post from August, and the corresponding ticket was created. I'm guessing this is because my main ticket (our FB account original post) is never set to Solve.

    Summing up my setup:

    1. Facebook is set up so that new post comments create new tickets

    2. The Zendesk end users who are, in fact, our Facebook Page accounts all belong to an Organization named "DO NOT MERGE" (agents used to in the past)

    3. If a ticket is created and Organization = "DO NOT MERGE", we assign to Group X (not a support Group, can be Admins, Supervisors, etc) + we tag it + (...).

    4. No business rules apply to these tickets; they will be forever open and Group X is filtered out of all dashboards. I.e. the original FB ticket (our post) doesn't count.


    What I'm assuming is that at some point the the main ticket is Solved and Closed. And because the integration was set up to "Comments on a post are added to the same ticket", which is now Closed, the updates fail..?

  • James Bednar

    This is incredibly frustrating.  At a minimum make this a configurable setting with the default being 7.  

  • Permanently deleted user

    The Facebook setting should be configurable.   Many of my clients would like a much longer time frame.

  • Kelsey Davis

    I agree! Even extending it to several weeks would be helpful, but certainly longer than 1 week. We've just found unanswered posts which we weren't aware of and this doesn't look good on a public channel.


    Also are you saying if we have it set to create a ticket per comment, this wouldn't happen?

  • Khajik Khajadourian

    +1 to this. We need to get tickets generated from posts that are older than a week. 

  • Ashlyn Treherne

    We just transferred to ZD and this is ruining our experience. Please extend way longer than a week. How does this even make sense? 

  • wout

    @...: Our integration is set up with "New post comments create new tickets" and this doesn't solve the issue. This really makes no sense. Is there any update on this?

  • Brett Bowser
    Zendesk Community Manager

    Hey Wout,

    This is actually expected behavior so I do apologize for any inconvenience this may cause. For normal posts, comments will only create tickets for up to a week. If it's an ad posted on your wall, we will continue pulling comments for up to a year.

    I'll be sure to pass your feedback along to our Product Managers!

  • Nicole Cameron

    Hi guys, just adding our account to the list needing this feature.

    Currently, I'm having to use our social media management tool to monitor comments on wall posts, due to the integration limitations. We really need to be across everything that is posted on our FB wall, no matter how long ago the post was, so having no limits around this would be ideal.


  • Santiago Valdes

    It's just nuts that a public company the size of Zendesk is unable to get organic posts over a week (supposedly the leader in the category).

    We just moved from Freshdesk and so many of the things that were promised by the rep were actually not true. This type of decision (after two years!) just make me think how little Zendesk PMs care about our experience here.

  • Ashlyn Treherne

    We're super disappointed too! We now are having to have each of our reps attach their personal Facebook profiles to our business profile because of this and go into the actual Facebook app. It's extremely inefficient, especially when you have ads or promotions being run with hundreds of comments. There's never a reason we'd only want to respond to comments for only a week. 

    If anyone has another way their team does this besides the above, I'd love to connect! ashlyn@survivalfrog.com

  • Wendy

    @... : we use AgoraPulse for our agents to reply to wall paper comments and ad comments. Then you don't need to give them permission to acces your FB business account. You can set it up with a user name and password, and it connects FB, IG and Youtube.

    I would also really like to see the comments in Zendesk, but also for more then a week as we use good converting old post again in campaigns. Zendesk: fix this please!!!!!!!!!!!!!

  • Jessica Fong

    @... May I know how's your experience with AgoraPulse? I may need one for my team too, thanks for sharing!


    And yes, it's so disappointing... Zendesk please help

  • Anais

    +1 Still very much needed, please!

  • Bill Reed

    We just found out this was the case-- been pulling my hair out trying to fix it, and it turns out it's baked into the system. It would be great if all comments would come through!

  • Brian Greenberg

    Please change this! It makes it impossible to manage our pages from Zendesk when there's any chance that interactions will be missed without any notification.

  • Louise B.

    Still an issue.. We need ALL comments to come through.

  • Chris Drylie
    Zendesk Product Manager

    We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, February 14th, at 7:00 PM CT/ Thursday February 15th, at 12:00 PM AEST for our PM Roundtable on Posts in Social Channels.

    There will be a presentation and an open discussion on what is and isn’t working for you in this focus area of Zendesk and whats coming next in our Social Spaces. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here.



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