SAP Knowledge Base Article - Public

2923699 - All Comments in Facebook are Integrated as a Single Ticket in C4C.


You find all comments in Facebook are integrated as a single Ticket in C4C(all comments are under the Social Interations Facet).


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Navigate to Social Interations Facet.
  5. All the comments from Facebook are list under the Social Interations Facet.


This is the standard behavior.

Whenever a new post comes to the C4C channel, a new Ticket will get created in the system.

Then all the comments that added on that post are threaded to the same Ticket.


Social Interations;Facebook;Comments;single ticket;social media channel; , KBA , LOD-CRM-SC-SM , Social Media , How To


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