This help file will guide you through what actions to take if you have issues with Social Media in eDesk.


Before you start 

 
  • You need to have an eDesk account. To find out how to create one, click here.
 
Note:
if you're having trouble connecting Facebook, Instagram or Twitter to your eDesk account, it can be that you previously had the channel connected in your current eDesk account or in a previous one.

Simply make sure to contact the Support Team and they'll be able to help by resetting the connection for you.

01 Facebook Troubleshooting

 

You will find below the most common issues you might encounter with Facebook in eDesk and how to fix them.

  • Facebook data not imported in eDesk: if no wall posts, direct messages, or comments are imported within 24hrs after you linked your Facebook account to eDesk, it could be that your connection expired and you need to relink. Check the Settings → Channels screen for Facebook and check if your channel is suspended. If this is the case, you will simply need to relink it to allow your data to download.
    To find out more information, click here.

  • Retry now error: Facebook has an SLA policy that you need to respond to a message within 24 hours. Therefore, if you miss the SLA, the system will show a Retry send error when you try to reply to a Facebook message in eDesk. The solution here is to respond to the message directly on Facebook.

  • Set eDesk not to import wall posts or comments.
    By default, eDesk will import Facebook wall posts, comments, and direct messages into your account. Outgoing messages in a conversation are also synced back to Facebook.
    If you only want direct messages to import into your eDesk account, you can create a Message Rule to automatically close off or mark your Public messages as Spam.
    Simply create a Message Rule and select a condition that states Ticket Type → any of these → Public Message and then in Change Ticket Status choose to Close or Mark as Spam.
    To find out more information, click here.


Related articles

Connecting Facebook with eDesk


02 Instagram Troubleshooting


You will find below the most common issues you might encounter with Instagram in eDesk and how to fix them.
 
  • Instagram comments not imported in eDesk: if no comments are imported within 24hrs after you linked your Instagram account to eDesk, it could be that your connection expired and you need to relink. Check the Settings → Channels screen for Instagram and check if your channel is suspended. If this is the case, you will simply need to relink it to allow your data to download.
    To find out more information, click here.

  • Instagram DMs not imported in eDesk: at the moment, we would only download Instagram comments into eDesk. If you wanted to also import direct messages, feel free to make a feature request within your account. To find out more about this, click here.


Related articles

Connecting Instagram with eDesk
 


03 Twitter Troubleshooting

 

You will find below the most common issues you might encounter with Twitter in eDesk and how to fix them.

  • Twitter data not imported in eDesk: if no tweets nor direct messages are imported within 24hrs after you linked your Twitter account to eDesk, it could be that your connection expired and you need to relink. Check the Settings → Channels screen for Twitter and check if your channel is suspended. If this is the case, you will simply need to relink it to allow your data to download.
    To find out more information, click here.

  • Character Limit reached: by default, Tweets have a 280-character limit therefore if your reply contains more it won't get sent. You simply need to stay within the limit and your message will send just fine within eDesk.


Related articles

Connecting Twitter with eDesk

 


​Still experiencing issues?


Don't hesitate to contact our Support Team for help!