AI Comment Moderation for Customer Support Teams
Turn social media comments into support tickets, hit SLA targets, and route escalations to the right team member automatically.
Before FeedGuardians vs. after
See what changes the moment FeedGuardians is watching your comments.
The grind never stops
- Support questions get lost in the comment scroll, no SLA tracking
- Same issue gets answered three times by three different agents
- Escalations live in DMs, Slack, and email with no audit trail
- No way to prove SLA compliance to leadership or to customers
Quiet, clean, on autopilot
- Every comment becomes a tracked ticket with SLA and assignee
- Duplicate detection groups same-issue comments into one thread
- Escalations route automatically to the right team with full context
- Full SLA dashboard and audit log — exportable for any review
Live in three steps
Most customer support teams are protected within 5 minutes. No technical setup, no learning curve.
Connect channels + tools
Social platforms plus Zendesk, Intercom, Salesforce. Comments become tickets, tickets sync home.
Tune ticket rules
Define what becomes a ticket, what gets auto-replied, and what escalates to whom.
Hit your SLAs
Real-time SLA tracking, breach alerts, and weekly reports. Leadership stays happy.
Everything customer support teamsneed
Built for the way you actually work — not generic moderation rules.
Comment-to-Ticket Conversion
Automatically convert social media comments into support tickets in your existing helpdesk (Zendesk, Freshdesk, Intercom, etc.) with full context and customer history.
SLA Tracking for Social
Set and monitor SLA targets specifically for social media comments. Get alerts before SLAs are breached so your team can prioritize urgent social responses.
Smart Escalation Workflows
Automatically escalate comments based on sentiment, customer value, or issue type. Route billing issues to finance, technical issues to engineering, and VIP complaints to management.
Team Collaboration Hub
Unified dashboard where support agents, social media managers, and community managers can see who owns each comment thread, add internal notes, and hand off seamlessly.
Real scenarios
Turning Ad Comments into Tickets
Your ads generate hundreds of comments daily — many are support requests. FeedGuardians categorizes them automatically and creates tickets in your helpdesk for each genuine support inquiry.
A SaaS company's Facebook ads generated 300+ comments per day. FeedGuardians identified 45 as support requests, auto-created Zendesk tickets, and the team resolved them within their 4-hour SLA — previously these went unanswered for days.
Product Outage Response
During a service outage, social comments flood in. FeedGuardians detects the surge, categorizes comments by severity, and routes them to your incident response team with priority flagging.
During a 2-hour outage, 600 comments poured across social channels. FeedGuardians auto-categorized them, identified 12 enterprise customers needing immediate attention, and routed them to the VIP support team within minutes.
Multi-Team Comment Ownership
When social, support, and product teams all need visibility into comments, FeedGuardians provides a single source of truth with clear ownership, preventing duplicate responses and dropped balls.
A fintech company's social media post generated comments needing support (billing), product (feature requests), and legal (compliance questions) responses. FeedGuardians routed each to the right team automatically.
We were missing 60% of support requests that came through social comments. FeedGuardians turned them into tickets automatically. Our social CSAT went from 3.2 to 4.6 in three months.
Common questions
FeedGuardians integrates with Zendesk, Freshdesk, Intercom, HubSpot Service Hub, Gorgias, and other major helpdesk platforms. We also offer a webhook API for custom integrations.
You set SLA targets per channel and priority level (e.g., 2 hours for urgent, 8 hours for standard). FeedGuardians monitors response times and sends alerts before SLAs are breached.
Yes. Our AI categorizes comments into support requests, product questions, feedback, complaints, and general discussion. Only actionable comments become tickets — you won't get spammed with noise.
You configure escalation rules based on keywords, sentiment scores, customer attributes, or issue categories. For example, comments mentioning "cancel" route to retention, while billing issues route to finance.
Yes. The collaboration hub shows comment ownership, internal notes, and handoff history. Team members can @mention colleagues, reassign comments, and track resolution status all in one place.
Yes. FeedGuardians complements tools like Sprout Social, Hootsuite, and Buffer by adding AI-powered moderation and ticket routing that those platforms don't provide natively.
Built for other industries too
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