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Facebook tab integration

Jason McIntosh
suggested this on March 05, 2010 09:02

It would be great if Zendesk could appear in a tab on our fan page so fans could make a support request right there in a "Help" tab.

 

Comments

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Stefanie Narayan
audyssey

+1

March 09, 2010 16:06
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Choptank Web Studios

Any word on making a facebook app that would integrate into our business facebook pages. Would be great to provide another avenue for support.

October 05, 2010 19:27
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Jay
shoptab

Any status on this request?  Would love it and saw Get Satisfaction has one in place.

October 18, 2010 06:34
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Jake Holman
Product Manager

There are no plans in place for this right now.

October 18, 2010 09:44
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Kira
livemocha

Bummer. Parature just released integration w/ Facebook. If there are no plans in place for Zendesk to catch up, the Parature integration is tempting...

October 22, 2010 14:52
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Jake Holman
Product Manager

@Kira: Well, if you do end up over on the darkside, we'd love to hear what you like about the Facebook integration, the values it brings, and where you'd do it better if you could.

October 22, 2010 14:59
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Kira
livemocha

Haha, will do Jake. My company has a large enough footprint that it's particularly important for us to have a super interactive Facebook presence  (we have 100,000 facebook fans). Not sure how representative this is of your typical Zendesk user.

October 22, 2010 15:39
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Kira
livemocha

Update: Sticking with Zendesk... no dark side for us.

November 03, 2010 14:05
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Kim

Facebook integration is something I would love to see.  Since Facebook is the gateway to our product for the majority of our users and we already use FB connect on our main site, it'd be great to allow our users to also use Facebook to log into our help desk.  Could also use it to escalate tickets from the wall posts on our app and fan pages and reply directly to our userbase.  Frankly, I'm surprised that you've integrated with Twitter and don't plan to integrate with Facebook.  I'd think that the potential and market is huge. 

November 15, 2010 16:14
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Zsuzsa Jakab

This would be very important for us too, as we have users from all around the world in the young age group, who are naturally very active on FB. I really hope that Zendesk will make plans for this feature.

November 18, 2010 04:12
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Haiyan Zhang
IDEO

Facebook integration is a definite plus - we've already started an FB community for our web platform and now want to add Zendesk support to the site. However, we dont want to hold 2 different conversations at once... there's forums on Facebook and people could just log their issues there... so how do we create 1 community location where users can socialise but also log issues and seek support. FB tab integration seems like the perfect solution.

December 20, 2010 07:45
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Jimi
unisport

Hi I just wanted to reply with the same wish from Denmark. Twitter is almost unused in comparison with Facebook in our part of the world, and for us it would be the most interesting thing to implement. We have a large amount of users usin Facebook and interacting with our Facebook Fanpage with allmost 40.000 "likers" or fans.

 

A perfekt solution, as mentioned before.

January 11, 2011 03:15
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J D
freshplanet

I would love it too! We have 600.000 fans today, and it would mean hundreds of additional feedbacks. 

All your competitors have it now! 

 

Thanks for taking care! :)

January 18, 2011 11:55
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Kim

We're finding that because our users can't use Facebook Connect to log into our help desk and forums that a lot of them just aren't bothering to. They don't want to make yet another account just for the help desk and so we're losing a lot of traffic and feedback there. Now I'm being asked to research alternatives that are more Facebook friendly. I really don't want to because I really like the tools you guys offer.

Jake, you've been quiet on this subject for a while now.  Is there any hope for Facebook integration soon?  At least for Facebook Connect for the help desk/forums.

January 18, 2011 12:06
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Marc Mackenzie

+1 to at least supporting Facebook Connect, even if there isn't full page integration or other features this would simplify logging in for those of us who integrate tightly with Facebook.

February 08, 2011 00:04
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Wal

FYI, Facebook just announced that page tabs can now be built using an iframe (unlike before when you had to do them in FBML). This means that building a facebook tab is now is much easier. 

http://developers.facebook.com/blog/post/462

February 13, 2011 16:28
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Aaron Hall

get satisfaction does this well...how about it?  You guys can do it better ;)

February 22, 2011 10:24
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Julian
skoobe

I think you guys have the most elaborate platform out there but good Facebook support is the one big thing that is missing.

March 14, 2011 02:59
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Robert S

Yep! love ZD, but we do need the FB userbase! that is what would make it POP!

March 31, 2011 10:23
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Alexander Sundli-Härdig
keyteq

A fully automated integration would be nice. To integrate the Facebook page, and be able to receive all posts, and answer them directly from Zendesk. I looked at Assistly ( No plans of changing system. You guys are way ahead ), but they solved the Facebook part quite well.

April 06, 2011 14:24
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Ben Rohrs
Product Manager

Although this only addresses a portion of this list, we'll soon be starting beta testing of Facebook Login for Zendesk, which will allow your customers and agents to login with Facebook Connect. Please see the below link for more information on the beta and how to join:

 

April 26, 2011 11:24
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Tim Ingham
unilincoln

A Facebook integration much like what we have currently with Twitter would be very useful. Working for a University it would be especially useful for us given the different ways students communicate through social media.

May 09, 2011 07:42
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Jacob Hiller
jumpmanual

Here here... FAcebook integration would be awesome.. I could stop pasting my "go to support page` message...

May 11, 2011 14:57
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Ben Rohrs
Product Manager

Last week we released a feature that provides Single Sign-on to your help desk for Facebook users. I realize this doesn't address the main use case on this thread, but some here have asked for Facebook SSO, so I'm posting a link to the announcement for more details:

https://support.zendesk.com/entries/20127187-announcing-facebook-lo...

May 24, 2011 10:27
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Kira
livemocha

Assistly provides basic Facebook support - not as extensive as the Support Tab that's been suggested here, but better than nothing...

"Companies want to push service and support to the sites where their customers are comfortable. Configure your Facebook account to engage customers in real time and participate in the conversation. Wall posts become cases that can be answered directly from your Assistly agent desktop.
Come on Zendesk, I love you guys but the fire is hot!
June 08, 2011 16:28
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Steve Spillman

Just want to say +1... leading Facebook users to a tab on our page would be much easier than constantly telling people in comments to come to our Zendesk page. Keep up the great work, guys!

June 13, 2011 12:00
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Steven Yan
Product Manager

Thanks everyone for making your voices heard.  We hope you've noticed that we've been quite proactive lately in answering and completing the top feature requests in the feature request forum.

If Facebook is a big part of your support ecosystem, I want to talk to you so we can build the right tool to meet your needs.  Please email me at steven@zendesk.com.

June 13, 2011 16:15
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Avi Goshen
tangome

Hi guys,

One workaround we've found is to create a Support tab in your Facebook page by using the "Static HTML for Pages" integration by involver.  It allows the simple creation of a tab as an html page.  We then link in the tab to our Zendesk page.  

http://www.involver.com/applications/

It has some limitations and I would much rather have a fully featured ZD integration of course but it's better than trying to manage support through Wall posts :)

June 14, 2011 10:34
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Jake Holman
Product Manager

@Avi: Nice find!

June 14, 2011 10:49
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Joshua Partogi

I think a better way is to capture wall post on Fans page an enter it as a ticket on zendesk.

July 28, 2011 22:08
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Steph LUX-Shoppen

I'm in for the facebook tab as well!

July 29, 2011 02:09
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Juanzo
Duplika

+1 to capture wall post on Fans page an enter it as a ticket on zendesk, like Assistly does.

July 29, 2011 16:13
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Pete P
qatarairways

Jake, Steven,

I know you never given an estimated date for delivery... but since it's in "planned" stage already... still trying my luck if you can give us a clue when this will be delivered.

P!

August 12, 2011 00:50
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Pete P
qatarairways
Will this have the facility to turn a user comment into a ticket. Similar to your Zendesk integration?
August 12, 2011 00:52
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Tetris Kiki

RE: Avi's comment above. 

Does anyone have an example of a working Static HTML page using ZenDesk support? 

Or for that matter, any examples of integrating ZenDesk support into Facebook tabs or applications?

October 13, 2011 15:50
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Avi Goshen
tangome

Hey Tetris, check out our 'Support' tab on www.facebook.com/tangome

It's just a basic link to our Zendesk Support Center, but it does the job for now.

October 13, 2011 16:16
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Raoul Zaal
Elmar

We want to be where are customers would like to see us. Would love to see FB integration. Is there an ETA for this feature? If short term, we'll wait a bit, if longer term, we'll opt for the static HTML

October 28, 2011 08:31
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James

Another +1 for this we are a minnow on facebook 8000 fans but they are very vocal and we do get support requests going in under threads we dont want! Any chance of this soon?

November 04, 2011 03:54
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Steven Yan
Product Manager

Hi everyone, you can find details of our latest Facebook integration here: https://support.zendesk.com/entries/20772447-introducing-zendesk-fo...

I know that this feature set does not support some of your stated needs at the moment, but this is an active area of development for us -- keep the feature requests coming.

December 01, 2011 12:13
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Intekhab Hussain

Any ETA for the "Facebook TAB" feature yet?

December 21, 2011 04:56
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Marcelo Calbucci

Any news here?

April 23, 2012 20:14
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Enoch
line2

Seems like a popular request...

July 27, 2012 11:18
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Jake Holman
Product Manager

We've added the ability to pull wall comments directly into Zendesk, and recently added the same for private messages

At this time we don't plan on adding a Facebook tab integration in the immediate future. It's certainly not something we're going to take off the table though.

August 03, 2012 08:21
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Nick Gaulin

Jake, 

 

I'm trying to understand the developers on this issue. It makes MORE sense to the dev's to pull in EVERYTHING from Facebook wall posts (more than 99% are not support related) and that an agent have to scroll through and create tickets from (which can be more than 200 non support posts a day for major companies for every one support issue) than to simply create a tab where people can fill in their name and email and add a ticket that way? I mean that's what everyone has been asking for on here since 2010 and it does seem like that is the better option. Is there a way for us to have a coder manually create the tab using an API?

August 03, 2012 11:57
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Mohammad AlHokail
zainsa

This is a must

September 17, 2012 01:31
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James

agree with all the above it is CRAZY that you dont do this but are willing to pull in potentially hundreds of wall posts a day!! pointless extension and something you guys should be providing. especially considering the fees that zendesk generates.

 

Its clear form here what your customers want, dont understand why your dev's can't do this.

September 17, 2012 02:07
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Srosenshein

Really hope this happens soon. Pretty much every other CSM is doing this now.

November 20, 2012 14:03
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Steven Yan
Product Manager

Hi everyone. While it's not a fully integrated into our product, here's a solution that our Services Team has come up with for embedding Zendesk into your Facebook Page. This has been deployed successfully at customer sites.

https://support.zendesk.com/entries/22630511-adding-the-feedback-ta...

February 04, 2013 23:21