Hello,
Is there any option to reply to Facebook comments without selecting the option to create every single comment as a ticket?
Regards,
Facebook Comments
Hi Mohamed,
If you would like your replies to thread on the comment, you will have to choose the option "Comments on a Post create new tickets". Otherwise, replies will appear as a new comments. Unfortunately, there's no other way around this.
If you would like your replies to thread on the comment, you will have to choose the option "Comments on a Post create new tickets". Otherwise, replies will appear as a new comments. Unfortunately, there's no other way around this.
Hello,
If you select 'Comments on a post create new tickets', you have no visibility to what the post is and so all you see is a ticket with a comment that does not link to the original post. Is there a way to see what post the comment is on? My team are having to switch back to Meta Business to find what post the comment is on for context, before they are able to reply. I like the idea of having individual comments come through as tickets as this is great to see my teams work volumes when reporting, however this integration is creating more work. I want to work smarter, not harder.
I am keen to understand what value Zendesk feels this limited integration has and if there are development plans?
Hey Lucy, thank you so much for taking the time to provide us with your feedback here. It looks like you have product feedback for the team so I wanted to point you in the direction of our product feedback forum for Chat and Messaging where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
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You can Edit your Facebook channel and choose "Comments on a post are added to the same ticket".
This way wall post comments will be added to the wall post ticket instead of creating a new ticket for every single comment.