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

Question

Why do new Facebook post comments fail to create tickets?

Answer

Follow the steps below to fix when comments from Facebook posts or sponsored links or ads don't create tickets.

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

To verify that your Facebook integration works, create a view to monitor the flow of Facebook tickets in 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 and Channel | Is | Facebook Post

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

To test whether threaded comments create tickets:

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, turn on 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 create tickets in Support, typically within a few seconds or minutes. This confirms that your Facebook posts and comments flow into your account.

This video shows the confirmation process:

Standard Facebook posts in the legacy version only pull in comments from standard wall posts for one week after the post creation. Comments added after that don't 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

Note: Wall posts reposted without any additional text or description don't generate tickets in 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 Support through the integration. They still exist on Facebook. Facebook Ads Manager creates 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 on troubleshooting Facebook integration issues, see:

Reauthorizing and confirming the Zendesk Support - Facebook pages connection

My Facebook or Instagram integration stopped working

Troubleshooting the Facebook channel