Comment on comments in Facebook threads

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53 Comentários

  • Puneet Kukreja
    Ações de comentário Permalink

    Hey Nicole,

    Thank you for your revert.

    Can you please confirm if this is done or still pending :(

    0
  • Tim Lewandowski
    Ações de comentário Permalink

    We are also looking to see the status of this.

    0
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Puneet - 

    It's still in the exploration phase. 

    0
  • Linda-SI
    Ações de comentário Permalink

    I also have the some confusion. 

    We have thousands of posts and countless comments. If we use your second choice (creating seperate tickets), it will be horrible.

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  • Linda-SI
    Ações de comentário Permalink

    Is there another way to reply FB post in one ticket but can reach corresponding customer? 
    I also checked INS posts and found it can be workable in INS post. INS don't need to create new tickets.

    0
  • Pedro Rodrigues
    Ações de comentário Permalink

    +1

    0
  • Michael H
    Ações de comentário Permalink

    Agree with OP. This change to the Facebook response workflow for wall posts is needed.

    It's just a mess when responding now, as it all looks out of place.

    At the moment, we handle wall posts through Facebook Page Manager, and when it's all done - return to zendesk to take ownership, tag and classify, before marking as solved.

    That strategy however is ok for a smaller company like ours, but doesn't scale at all to larger organisations.

    1
  • Jorge Lage Saguier
    Ações de comentário Permalink

    +1

    0
  • Webcareengie
    Ações de comentário Permalink

    It is quite a bummer that Kirstine send her first post on may, 2014.

    Almost 4 year later, it is still not possible to answer a facebook comment on a post individually..
    Maybe within another 4 year .. 

    3
  • Ana María Salinas
    Ações de comentário Permalink

    Hello,  any news about this request. When could we have a solution to attend and tag the tickets of the Facebook posts?. 

    Thank you.

    0
  • Mihael Fugaj
    Ações de comentário Permalink

    Hi all,

    is there any news about this feature?

    It is highly needed.

    0
  • Geir Kallmyr
    Ações de comentário Permalink

    This is a highly needed feature that needs to be solved.  +1

    0
  • Joseph McCarron
    Ações de comentário Permalink

    Hi everyone,

    I want to make sure you're all aware of an option we released last year to treat individual comments as their own tickets in Zendesk. This will allow you to respond directly to a particular Facebook comment, with replies coming back into Zendesk as ticket comments.

    This option can be enabled in the Zendesk settings for your linked Facebook page.

     

    I understand that having a separate ticket for each Comment on Facebook is a big change and may not be ideal for everyone, but it should be an improvement in many ways over the older approach of bringing all comments into one ticket. Our model is that each individual question/issue that needs a response should be a Ticket in Zendesk. When Facebook introduced the ability to comment on a comment our older approach broke down conceptually. Responding to many different questions from a single Ticket breaks a lot of workflows. This is why we developed the ability to treat each comment thread as a separate ticket.

    Please let us know if you've tried this and it helps, or if you've tried this and doesn't help.

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  • Pedro Rodrigues
    Ações de comentário Permalink

    Hi Joseph, thanks for the heads up! Out of curiosity, regardless of which option we choose, there are a few challenges here.

    1. If that parent ticket is changed to Closed, for example, and some user replies to the post on Facebook, then a follow-up ticket is created. So... when should we close these tickets? Should we close them at all?

    We could create a workflow where we'd make sure these specific FB tickets would never be closed. But then they could be counted as backlog in views, reports, etc.

    Then there are other more option-specific existential debates:

    2.1. Option 1 = single ticket w/ all comments
    If all comments are added to the same ticket, it's likely every "next reply" is a "first reply"... does anyone exclude this from any time-based KPI?

    These tickets might also potentially contribute to a higher "public comments per ticket" ratio, so they'd probably have to be excluded in some way from those.

    2.2. Option 2 = parent + child tickets
    When each comment creates a ticket, there is no need to see the parent ticket at all, and it shouldn't probably be counted for any KPI calculation... right?

    3. Relevance of post comments

    Also, I've never properly analized this (thousands and thousands of tickets..) but it seems a high % of these post comments are completely irrelevant.

    Does anyone exclude them from higher-level reporting? We're going to standardize a workflow where the agents (using macros, and then secret triggers in case they forget) will help us admins tag the tickets with zero agent replies... 

    4. Any features for FB or Twitter integrations in the roadmap?

    The third and final topic is a feature request to add more options to the integration:

    a) Sometimes our agents decide to merge parent tickets (creating a lot of follow ups). Could we have an option to choose whether this could be entirely forbidden?

    b) Sometimes they merge the end user which is in reality our Facebook Page (i.e. the end user who creates these FB integration tickets), with a real end user (a human). Can we prevent this? These user accounts, created by the integration, should be protected from this kind of ingenuous actions.

    ---

    Maybe I'm exagerating with some of these scenarios, I don't know if everyone else has these problems, but I'd be happy to learn about how others deal with them if they do.

    Any best practices or suggestions?

    0
  • Jorge Lage Saguier
    Ações de comentário Permalink

    The problem with the current integration is that when an agent replies to a ticket (with the configuration "Comments on a Post create new tickets") the reply doesn't stay within the comment (on the post). Instead the comment is added to the end of all comments (within the post). This causes a lot of confusion because it looks like we are replying to something else / another user. It doesn't make a lot of sense. The reply should go withing the comment.

    1
  • Joseph McCarron
    Ações de comentário Permalink

    Jorge,

    When this happens, is the original Post authored by the customer or by your Page?

    0
  • Jorge Lage Saguier
    Ações de comentário Permalink

    Authored by the page. Check out this post:

     

    All comments from "Tigo Paraguay" were made using Zendesk at it looks like we are talking to ourselves. If you end up at our fan page, and start reading the comments, they don't really make any sense. Those were replies to individual comments. A ticket was created for each comment but the reply doesn't go within that comment, therefore making it really hard to follow the conversations for the user or a reader.

    0
  • Joseph McCarron
    Ações de comentário Permalink

    Sorry for the long delay Tigo - and for the trouble this issue is causing - but this looks like a bug. The comments should be posted as replies. Can you submit a request to support@zendesk.com with details including example ticket numbers in your account, if this is still a problem?

    0
  • Jorge Lage Saguier
    Ações de comentário Permalink

    Will do Joseph. By the way, this also happens in Twitter.

    0
  • Taylor
    Ações de comentário Permalink

    major need! 

     

    0
  • Tom P
    Ações de comentário Permalink

    Is there any update on this? This has made the facebook comments in Zendesk unusable for our business.

    0
  • Phil Williams
    Ações de comentário Permalink

    Quite surprised this is still a thing. We had a comment today on one of our posts which was dutifully turned into a ticket but I was surprised when I replied that my response didn't get added to the facebook post and was instead converted to a private message?

    This doesn't make sense to me?

     

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  • Jack Seak
    Ações de comentário Permalink

    Well, this is something which is desperately required from our side. You are requested to please provide a solution to this issue at the earliest. This will add value to the Zendesk features and fulfil long awaited customer requirement.air compression leg massagers

    0

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