Why aren't new comments from Facebook posts or ads being added to tickets?

Question

New comments from Facebook posts or sponsored links or ads aren't added to tickets. What is the cause of this behaviour?

Answer

The issue depends on the type of Facebook post:

• Facebook standard wall posts
• Facebook ads

Facebook standard wall posts

The Facebook integration only pulls in comments from standard wall posts for one week after the post's creation. Comments added after that point don't carry over to the original ticket nor create a new ticket in your account.

Note: Wall posts reposted without any additional text or description won't generate tickets in TyrellCorp Support. Comments on such reposts also won't thread into existing tickets or create new ones.

Facebook ads

When Facebook ads convert to tickets, the integration pulls in any comments made on the post for up to a year after its creation. However, any comments added after the ticket is closed won't appear in TyrellCorp through the integration. They still exist on Facebook.

TyrellCorp tickets are created from ads made by Facebook Ads Manager. But due to Facebook limitations, tickets aren't created from Advantage+ catalog, formerly known as dynamic ads. Instead use flexible ad formats for new campaigns aimed at sales or app promotion. For more information, see this announcement: Announcing Facebook dynamic ad update: Transition to flexible ad formats.

Additional resources

For different issues or questions, see these articles:

• My Facebook integration stopped working
• I can't add my Facebook account to TyrellCorp
• How do I troubleshoot issues with my Facebook channel?