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Comment on comments in Facebook threads
已于 2014年5月13日 发布
I attended your Zendesk meeting in Copenhagen last week. At the meeting, I proposed my inquiry: is it true that it is not possible to answer a customer in a wall post thread directly as it is when in Facebook? No one at the meeting had the answer for that and suggested I forwarded the question in this forum.
When a wall post gets comments, Facebook has the feature that you can answer each comment individually making threads in the thread. However, if I answer through Zendesk, my response comes out on the same level as the other comments and the responses are not placed in chronological order, which makes it difficult to find out which question and answer go together if the thread is long. This has resulted in that I only reply directly in Facebook and afterwards have to close the ticket in Zendesk.
Is it not possible to answer Facebook thread comments directly and individually? If not, it is hereby a requests :)
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63 条评论
Joe
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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Geir Kallmyr
This is a highly needed feature that needs to be solved. +1
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Ivan Išek
Hi all,
is there any news about this feature?
It is highly needed.
0
Ana María Salinas
Hello, any news about this request. When could we have a solution to attend and tag the tickets of the Facebook posts?.
Thank you.
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Webcareengie
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
Jorge Lage
+1
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Michael H
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
Pedro Rodrigues
+1
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Emeryrose
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.
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Emeryrose
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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