Once you've configured the Facebook Settings page, we'll go and check Facebook every 20 minutes for any new posts, comments or messages (depending on what options you have chosen on the Facebook Settings page (see this Help Doc - https://support.evantodesk.com/KnowledgebaseArticle/3/47
Facebook tickets work the same as normal email tickets i.e. a new ticket gets created for each new post or new message and any comments, replies to comments or replies to messages get added to the ticket conversation.
Most Recent Comment
The most recent comment or reply flashes up in yellow when you open the ticket and the page scrolls automatically to it.
Any unread comments are shown with a blue dot next to them. To mark the comment as unread, simply click the blue dot.
Reply To A Post or Comment
Simply click on the Reply or Comment links and a reply window will pop up. On this window select whether you want to add the post personally or as the Page, complete the reply you'd like to add and then hit the return button.
Forward As An Email Or Add A Note
You can forward the post or add a note as you can for any other EvantoDesk ticket. Simple click the Forward or Add Note buttons.
Was this article useful? Yes No