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 or Instagram 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.
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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.
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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.
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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.
