Turn public social mentions into support tickets

When a user posts a new mention or comment on Facebook Pages, automatically create a new ticket in Serviceaide so support teams can respond quickly.

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See all Facebook Pages + Serviceaide integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Facebook Pages Explore Facebook Pages →

Triggers

New post published

Fires when a scheduled post goes live in Facebook Pages.

Post failed to publish

Fires when a post fails to publish in Facebook Pages.

New mention or comment

Fires when your brand is mentioned or a post gets a comment in Facebook Pages.

Actions

Create or schedule a post

Creates a post in Facebook Pages or adds it to the schedule.

Add a post to the queue

Adds a post to the publishing queue in Facebook Pages.

Reply to a comment

Posts a reply to a comment in Facebook Pages.

Serviceaide Explore Serviceaide →

Triggers

New ticket created

Fires when a new support ticket is created in Serviceaide.

Ticket status changed

Fires when a ticket's status changes in Serviceaide.

Ticket assigned

Fires when a ticket in Serviceaide is assigned to an agent.

SLA breached

Fires when a ticket in Serviceaide breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Serviceaide.

Update ticket status

Updates a ticket's status in Serviceaide.

Assign ticket

Assigns a ticket in Serviceaide to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Serviceaide.

Queue social updates when support tickets reveal widespread issues When an SLA is breached on critical tickets in Serviceaide, automatically add a post to the queue in Facebook Pages to update followers on service status. See details

Reply to customer social comments when ticket status changes When a ticket status is marked as resolved in Serviceaide, automatically publish a reply to the original social comment in Facebook Pages. See details

See all Facebook Pages + Serviceaide integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Turn public social mentions into support tickets” between Facebook Pages and Serviceaide?

Yes — describe it in the box above and Knit's Integrations Agent researches Facebook Pages and Serviceaide's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Why connect Facebook Pages with Serviceaide for customer service?

It allows customer service teams to catch brand mentions or complaints on Facebook Pages and automatically route them to Serviceaide so no customer question is missed.

Can support agents reply to social comments directly from ticketing?

When ticket updates occur in Serviceaide, automated rules can queue or post responses on Facebook Pages, keeping communications synchronized across platforms.