The NSP Facebook channel enables customers to make support requests using Facebook, and it enables the agents to see and respond to customer wall posts (Timeline) and comments from within the NSP.
Administrator only can set up the Facebook channel. When administrator adds a Facebook Page to the Facebook channel, NSP monitors that page, so customers will make wall posts on that page as they normally do.
When an End User adds a Wall Post on the Facebook page added, that End User becomes a new user in the NSP (if he is not already a user in the NSP) and the Wall Post becomes a new ticket. You can set up a Facebook view in NSP to see all Facebook tickets in one place.
Any new comments to the wall post are added to the ticket as additional comments. Agents can respond directly to a Wall Post by adding a public comment to the support ticket. The comment will also appear on the associated Facebook Wall Post. Each Wall Post / Private Message becomes a support ticket in the NSP.