Facebook mention integration

8 댓글

  • Brett Youngberg

    If our facebook page is mentioned on Facebook, does Zendesk create a ticket (i.e. person didn't post on our facebook page, but they did mention us).

     

    I just logged in and saw we had a bunch of mentions and reviews of our Facebook business page but no tickets were created in Zendesk

     

    Please clarify or tell me how we can set this up as we'd prefer to have these mentions and reviews as tickets in Zendesk so we can easily respond and thank them

     

     

    1
  • Jessie Schutz
    Zendesk team member

    Hey Marat!

    The email notification in question is generated by the Notify requester of received request trigger. You can alter this trigger to exclude tickets generated by Facebook Posts and Facebook DMs, but there's no option specifically for Facebook Mentions. For our purposes, since a mention appears on your page's feed, it's considered a post.

    So, long story short, you can prevent those notifications from being sent on Mentions by adding a condition to the Notify requester of received request trigger: Ticket: Channel > Is not > Facebook Post. The upshot is that the notification won't be sent foranyFacebook posts. 

    Hopefully that works for you! Please let me know if you have more questions.

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  • Marat Zabelinskiy

    Jessie

    It's either stop notifying those seeking help that their inquiry was received OR send a support request acknowledgement email to someone who happens to tag our page anywhere ELSE on Facebook.

    Like "hey friend!  You should really check out the @ThisFacebookPage"

    "Hello there, dear Facebook.  You mentioned our page and it does not go unnoticed.  We wanted you to know we received your request ... "  Ugh.

    I consider these to be poor choices.  I suppose I could ask for a feature request but what are the chances?

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  • Jessie Schutz
    Zendesk team member

    Hey Marat,

    I know that it's suboptimal, and I'm really sorry I can't offer a better solution. 

    Are you moving the entire conversation to the ticket whenever someone posts on your Facebook page? Or are you posting back to Facebook? I ask because if you're handling most of those conversations on your Facebook wall anyway, the ticket creation notification email could be considered unnecessary. I know a lot of our customers respond to Facebook posts using Zendesk because it makes it easier to keep track of everything, but the customers posting in Facebook never know that Zendesk is involved in the background. I don't know if that philosophy fits with your workflow or not, though.

    I did some poking around in our Product Feedback Forum but I don't see any existing posts about this. I would definitely encourage you to post there about this functionality so our Product Managers can see how it's impacting you, and other users can share their use cases as well. We obviously can't make any promises, but our Product Managers do see every post in that forum.

    Let me know if I can be of any more help. :)

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  • Marat Zabelinskiy

    Hi Jessie

    In my frustration, I forgot to thank you for the help.

    To answer your question, it depends. We use Zendesk extensively for private message conversations and occasionally respond to page posts as well but we also have someone handling Facebook posts directly.

    I knew it was possible to modify the acknowledgment trigger, we'll try it that way for a while.

    Thanks!

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  • Jessie Schutz
    Zendesk team member

    Happy to help, Marat. :)

    The other thing to bear in mind, in case I wasn't clear, is that you can exclude Wall Posts OR Private Messages OR both. So you can set it up so that folks posting publicly or tagging your page publicly don't get email notifications, but people sending Private Messages still do. Based on your description of how you're using Zendesk with Facebook, I'm hopeful that excluding the public posts from that trigger won't be too disruptive.

    Let me know if you need anything else!

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  • Marat Zabelinskiy

    Hi Jessie, we'll experiment.

    Thank you

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  • Jessie Schutz
    Zendesk team member

    Hey Brett!

    Right now the Facebook integration is only set up to pull Private Messages and Wall Posts into Zendesk as tickets.

    When a Facebook user mentions a page on their own timeline, that mention doesn't appear on the page's Wall, so it won't be made into a ticket. The same thing happens for the Review section - it's separate from the page's Wall, so it doesn't get pulled into Zendesk.

    I see you've already commented on a Product Feedback thread about this; that's definitely the best way to ensure that our Product Managers see your suggestions for improvement. 

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