Here's the corresponding ticket in Support: In the following Wall post, for example, an agent answered the user's question in the Support agent interface. The agent's response is added as a comment to the Facebook post. If your channel has multiple Facebook Pages and a new user posts on more than one page, a separate user account is created for each page on which that user posts.Īn agent can respond to a Wall post by adding a public comment to the ticket in Support. If the posting user is not already a user in your account, they become a new user in your account. However, if you close the ticket, comments will no longer be recorded. Comments are recorded in the ticket for one year after the posting.

If you post an ad to your wall, a ticket is created.

Comments received after the first week are not added to the ticket and no new ticket is created.

If you would like comments to create new tickets, you can enable that setting (see Editing your Facebook channel).

For standard wall posts, only comments received in the first week after the post will be added to the ticket.

When a user posts to your wall, a ticket is created and the following happens: And likewise, you cannot respond to a private message with a Wall post in the ticket. You cannot respond to a Wall post with a private message in the ticket. If you receive a ticket from a private message, when you reply in the ticket, your response is a private message. For example, if you receive a ticket from a Wall post, when you reply in the ticket, your response is added as a comment to that Wall post.

On Zendesk Suite plans, private messages sent to the Facebook account through Facebook Messenger will also become tickets.įacebook limits how Pages can communicate publicly and privately with users. Each new Wall post (a public message) on the Facebook account becomes a ticket in Support. Facebook Pages help businesses, organizations, and brands share their stories and connect with people.Īfter you add a Facebook account to Support, Support monitors messaging activity on the Facebook account.

The Facebook channel supports Facebook Pages, which are different from personal timelines.

Facebook con chat