New comments from Facebook posts or ads are not creating new tickets

Issue symptoms

New comments from Facebook posts or sponsored links or ads don't create new tickets.

Resolution steps

If you use the Facebook channel V2, the system creates a ticket for any comment on a post. This includes both standard and dark posts, if a ticket does not already exist.

To verify that your Facebook integration works, create a view to monitor the flow of Facebook tickets in Zendesk Support.

To create the view:

Create a new view

Enter a title for the view. For example, enter Facebook posts.

Under Tickets must meet all these conditions to appear in the view, add

Status | Less than | Solved

Channel | Is | Facebook Post

Now that the view is in place, test whether threaded comments create their own tickets as expected.

In Admin Center, click Channels

Under Messaging and social, choose Facebook Pages

Click Edit next to the Facebook page you want to edit

To convert wall posts into tickets automatically, select Yes for Include Wall posts

Next, activate Comments on a Post create new tickets

Click Update Page settings to save these changes

After you update these settings, create a wall post on your Facebook page and add a comment. Then go back to Support and open the view you created.

The test post and comment should create tickets in Zendesk Support, typically within a few seconds or minutes. This confirms that your Facebook posts and comments flow into your Zendesk account.

This video also shows the confirmation process:

If you use the legacy Facebook channel V1 integration, ticket creation depends on the type of Facebook post.

Standard Facebook posts in the legacy version only pull in comments from standard wall posts for one week after the post is created. Comments added after that do not carry over to the original ticket or create a new ticket in your account. To bypass this time restriction, move to the new Facebook version V2.

To migrate to the latest version of Facebook:

1. In Admin Center, go to Channels > Facebook Pages

2. Click the new Update now button

3. Follow the steps to complete the migration to Facebook V2

Note: Wall posts reposted without any additional text or description do not generate tickets in Zendesk Support. Comments on such reposts don't thread into tickets that already exist or create new ones.

When Facebook ads convert to tickets, the integration pulls in any comments made on the post for up to one year after the creation of the ad. Any comments added after the ticket becomes closed don't appear in Zendesk Support through the integration. They still exist on Facebook. Facebook Ads Manager creates Zendesk Support tickets from ads. Because of Facebook limitations, Facebook Ads Manager doesn't create tickets from Advantage Plus catalog ads, formerly known as dynamic ads.

For more information, see:

Reauthorizing and confirming the Zendesk Support - Facebook pages connection

My Facebook integration stopped working

How do I troubleshoot issues with my Facebook channel?