Forums/Documentation/Tickets and channels

Setting up your Facebook channel

Jennifer Rowe
posted this on May 09, 2012 09:30

The Zendesk Facebook channel lets customers make support requests using Facebook. It also lets your agents see and respond to customer Wall posts and comments from within your Zendesk.

The Facebook channel supports Facebook Pages, which are different from personal timelines. Facebook Pages help businesses, organizations, and brands share their stories and connect with people. See this Facebook article to learn more about the differences. You can create and manage a Facebook Page from your personal account.

Starter plans can add one Facebook Page to the Facebook channel while Regular, Plus, and Enterprise plans can add two Pages. You have to be an administrator or have appropriate role permissions to set up the Facebook channel in Zendesk.

Topics covered in this article:

How the Facebook channel works

After setting up your Facebook channel, your Zendesk monitors your organization's Facebook Page. Every new Wall post automatically becomes a support ticket in your Zendesk. If the posting user is not already a user in your Zendesk, he or she becomes a new user in your Zendesk.

If somebody leaves a comment on the Wall post, the comment is added to the ticket in Zendesk too.

An agent working in Zendesk can respond to a Wall post by adding a public comment to the ticket in Zendesk. The agent's response is added as a comment to the Facebook post. In the following Wall post, for example, an agent answered the user's question in the Zendesk agent interface.

Here's the corresponding ticket in the agent interface:

You can set up a view in your Zendesk to see all your Facebook tickets in one place.

In addition to automatically converting Wall posts to tickets, you can set up your Facebook channel so that private messages sent to the Facebook Page become tickets. This means that a user can ask a private question, and an agent can have a one-on-one conversation with the user. Users click the Message button on your Facebook Page to send a private message.

Facebook limits how Pages can communicate publicly and privately with users. So, if you receive a ticket from a Wall post, when you reply in the ticket, your response will be added as a Wall post. And if you receive a ticket from a private message, when you reply in the ticket, your response will be a private message.

You cannot respond to a Wall post with a private message in the ticket. And likewise, you cannot respond to a private message with a Wall post in the ticket.

Setting up the Facebook channel

  1. Click the Admin icon () in the sidebar, then select Channels > Facebook.
    Zendesk Classic: Select the Setting menu, then select Channels > Facebook > Edit.
  2. Click the Add your first Facebook Page link.
  3. Enter your Facebook credentials, if you are not already logged in.
  4. Grant the various permissions when prompted.
  5. Click Add for the Facebook Page you'd like to link to your Zendesk.
  6. (Plus or Enterprise only) If you have multiple Pages, click Add for another Facebook Page or close the window.

    The Facebook Page you added appears on your Facebook Channel page. You can edit the settings now, if you'd like. By default, any Wall post is converted to a ticket, including those by the page owner.

Important: When you add a Facebook Page to your Zendesk, an end-user account in created in Zendesk to represent that Page. If this page-user is altered (e.g. turned into a Light-Agent, or deleted), the integration will silently stop working. Specifically, posts from the wall will not be converted into comments in tickets.

Editing your Facebook channel

To edit your Facebook channel settings for Wall posts and private messages
  1. Click the Admin icon () in the sidebar, then select Channels > Facebook.
    Zendesk Classic: Select the Setting menu, then select Channels > Facebook > Edit.
  2. Click Edit beside the Facebook Page you'd like to edit settings for.
  3. In the Include Wall posts section, select No if you don't want Wall posts automatically converted to tickets. Otherwise, leave it as is.
  4. Deselect Include Wall posts authored by the Page if you don't want posts by the Facebook Page owner converted to tickets.
  5. In the Include private messages section, select Yes if you want private messages converted to tickets.
  6. Click Update Page settings.
    Note: If you don't see the Message button on your Facebook Page, you need to enable it. In your Facebook Page, select Manage > Edit Page, then select Show Message button and click Save Changes.

Adding another Facebook Page (Regular, Plus, and Enterprise)

To add another Facebook Page to your Facebook channel (Plus and Enterprise only)
  1. Click the Admin icon () in the sidebar, then select Channels > Facebook.
    Zendesk Classic: Select the Setting menu, then select Channels > Facebook > Edit.
  2. Click Add new Page.
  3. Enter your Facebook credentials, if you are not already logged in.
  4. In the Add Facebook Pages dialog box, select Import last week of Wall Posts, if you want.
  5. Click Add beside the Page you'd like to add.

    The Facebook Page appears in Facebook Channel page.

 

Comments

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Johannes Haus

Great feature.

One issue we have: For our page, Zendesk does not seem to pick up private Messages to the page. Also, we don't seem to have a section for private messages in our Facebook settings on Zendesk. So we can't really do this:

"In the Include private messages section, select Yes if you want private messages converted to tickets"

See Screenshot. Please help! Regards, Johannes

May 21, 2012 02:57
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Mikael Grön

Johannes,

In your Facebook page's settings under Manage permissions, there's a checkbox labelled Show "Message" button on [page name]".

Check that box.

Regards,
Mikael Grön

May 30, 2012 01:51
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Jennifer Rowe
Zendesk

Thanks for your comments Johannes and Mikael. The problem, Johannes, is that the private messages feature is still in beta and not available to all users. I'll update the docs until the feature is released so there's no more confusion. Sorry about that!

May 30, 2012 09:22
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Johannes Haus

Ah, thanks for the info! (and, ummh, can we become beta testers, pretty please...? :) )

May 30, 2012 10:34
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Jennifer Rowe
Zendesk

Well, you did say pretty please! :) That might be possible. Someone will follow up with you offline!

May 30, 2012 11:24
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Admin
simyo

Jennifer, the text is not updated yet. I also fell into that trap, so please update the text as not to confuse more people. Thanks! (No offense)

June 14, 2012 06:26
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Jennifer Rowe
Zendesk

Hi Chris, thanks for letting me know. I had added a note saying that private messages was a beta feature, but clearly that was not enough! I've removed all the text about private messages for now. Thanks for your comment.

June 14, 2012 14:18
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community engine

Hi Zendesk team,

If you can make the Facebook integration as similar as possible (in terms of settings and functionality) as you have done with the Twitter integration, that'd be awesome. In its current state where it turns all posts into tickets is not something I am keen on. It would be better if we were allowed to insert a set of keywords that we want picked up (just like the Twitter integration) and be allowed to then view these posts and select which of those we want to turn into tickets.

There are a lot of pointless comments on Facebook pages that dont warrant a support ticket or my team having to deal with closing off unnecessary tickets. I'd prefer that we are able to filter out the noise and focus on keywords that may lead to better support and use of resources.

June 17, 2012 21:23
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Jennifer Rowe
Zendesk

Thanks for your feedback! That makes sense. I've passed this on to the product manager for our FB integration and he verified that he got it. (He is also the product manager for the Twitter integration.) Thanks again.

June 18, 2012 14:48
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community engine

Thanks Jennifer. Looking forward to functionality enhancements on the Facebook integration.

June 18, 2012 16:34
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Gian Luca Petrelli
bemyeye

Hello, I just created a Zendesk account and tried to connect it our Facebook page. After allowing the Zendesk app within Facebook, I get a blank Zendesk page (I see the green header and, on the left, the vertical menu). I tried with two differente Facebook accounts that are both administrators of our page. I also tried from a different browser (chrome and firefox). When I'm that blank page the url shows a very long address (/console/?redirect=facebook_auth&code=.....).

Thank you advance for your prompt feedback.

June 30, 2012 06:35
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Kelvin Koo

Any reason why it is limited to only 2 FB pages, even for Plus and Enterprise? Am considering this as a platform for management customer support on our FB pages but we have like 5 country pages. 

July 01, 2012 10:29
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Sara Menefee
Zendesk

@Gian I have created a support ticket for you. 

July 03, 2012 16:25
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Steven Yan
Product Manager

@Kelvin this is limited to 2 Facebook Pages because of rate-limiting issues imposed on us by Facebook's API.  We're working to get around this limitation, I'll create a support ticket for you to track your request.

July 04, 2012 01:57
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Adam Goolie Gould
lytro

Any response on using the Twitter model for turning FB posts to ZD tickets?

To be blunt, the current model of turning all FB posts to ZD tickets makes this feature unusable for us.  

For us, FB is largely a marketing channel, and at least 90% of the posts there are stuff we (support) not concerned with.  It's those other 10% we'd like to have access to, but the current model would result in large volume of trash tickets we'd have to deal with.  Not worth it.  

So, what we do now is our marketing group manually tells us about FB support posts they would like us to own, and we try and reach out that way.  It's better than nuthin', but a more sophisticated integration would would nice.

The Twitter model would make it usable for us; convert the FB posts to a tracked activity stream, which we can search though in ZD.  We find the post we're itnerested in, and can then turn it into a ticket and respond (either via FB, or via direct com if they are in our DB).  

This would probably mean you would need to add a user's FB account to their customer record, as you've done for Twitter.  

Thanks!

July 09, 2012 11:18
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Steven Yan
Product Manager

Hi Adam, thanks for your feedback.  I have actually received the opposite feedback from some customers on the Twitter search stream integration -- the issue customers raise is that since the search results don't actually live anywhere (e.g. they are not captured in tickets) they have to have a support agent constantly monitoring the stream to make sure they don't miss anything.  This is one advantage of capturing everything in tickets -- you have the full history, even if it ends up as trash.

For you, it seems that you would either:

a) want a marketing person who is logged into Zendesk and passing tickets off to support as needed, or

b) a tool that lives in the Facebook Page which marketing can use to create support tickets.

 

Thoughts?

Steven

July 10, 2012 09:16
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Brandon Van Schaik

Is this available for facebook "Groups" as well, or only facebook "Pages"?

I'd like to have access to our facebook group here please.

Thanks!

-B

July 10, 2012 18:47
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Adam Goolie Gould
lytro

Steven, given our structure, a) would not work, so yah we'd need something like b)

It's hard for me to imagine converting all FB posts to tickets working for any support department serving a company of any significant size.  Am I missing something?  If you have 200 FB posts a day, are these ZD customers dedicating a support resource to read though them all as they come though?   I'm really curious.  Or are these FB pages set up as support resources, in which case that would make a lot more sense.

July 10, 2012 19:00
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Steven Yan
Product Manager

Hi Adam, you may be right that this will not scale beyond a certain point.  For some of our customers, their support team is more a customer engagement team that covers all mentions of their brand across social media channels like Twitter and Facebook.

You may have seen that we've recently launched integration with private Facebook Page Messages as well.  Some of our customers have also provided feedback that they don't care to carry on public conversations on the Wall, but prefer to direct it to a private 1-on-1 channel.  Our integration with private Page Messages allows the customer to stay on Facebook and the support team to stay in Zendesk.

July 12, 2012 01:09
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Thorsten Lückemeier

I have the same problem as Gian, after the permission of the facebook app I only get redirected to a blank page in Lotus. Nothing to do there. Support is very much welcome. I´m using Google Chrome on Mac.

July 13, 2012 07:47
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Jennifer Rowe
Zendesk

Hi Thorsten,

Looks like Gian was able to resolve the issue without our help, so I'm not sure what the resolution was. I created a ticket for you so that someone from our support team can help you directly. You should hear from them soon. Good luck!

July 13, 2012 09:47
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Jill Barbuto

I have my Facebook page linked to Zendesk and am receiving messages no problem.  However, I am not receiving tickets from Facebook posts or chat even though all my settings within Zendesk and Facebook are enabling it.  Is there some intricate Facebook setting I'm missing?  

September 11, 2012 11:53
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Justin Seymour
Zendesk

Hey Jill: 

Head over to the Facebook area in Zendesk, edit the page settings and click on that "Add permission now!" link one more time. Make sure you're logged in to your Facebook account before clicking. Let me know if the reauthorization works. 

September 13, 2012 11:04
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Jill Barbuto

Thanks Justin,

I was actually able to resolve the issue over the phone a couple days ago.

September 13, 2012 13:43
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Rasmus Aaen Madsen

Any progress on allowing for management of more than 2 FB pages?

September 25, 2012 04:06
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Steven Yan
Product Manager

Hi Rasmus, there's no current plans to allow more than two Facebook pages at this time.

September 27, 2012 14:00
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Thomas Andersen
tv2net

Howcome? 

We need to be able to differentiate between facebook pages, like "if ticket is recieved at facebook.com/tv2nyhederne then".

November 06, 2012 05:30
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Jennifer Rowe
Zendesk

Hi Thomas. Thanks--yes, I know Steven is aware of the need. That's a good start. :)

November 13, 2012 09:36
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Krissy
tetrisonline

I'm having issues adding a Facebook page to my spoke account.  When I click to " Add your first Facebook Page." it simply reloads the agent page.  Is this a known issue?  

 

Also with regards to multiple Facebook page support.  Does this mean that when I purchased Enterprise to support my multiple brands, I can only support 2 Facebook brands?  :(

December 08, 2012 12:25
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Justin Seymour
Zendesk

Hey Krissy: 

Could you send an email to support@zendesk.com so we can troubleshoot those Facebook errors? And, at the moment, you can support two Facebook accounts per web portal. 

December 09, 2012 06:13
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Hermsdorf, Florian
vitabote

I've some troubles configuring the facebook connection too. I was able to select "add your first facebook page" and enable the facebook/zendesk app permissions, but at the zendesk settings I still get the message "add your first facebook page" (-> no facebook connection available?). And when I select the link "add your first facebook page" again I get an error page: 

"Oops.
The page you were looking for doesn't exist."

How can I fix this?

Thanks!
Florian 

January 04, 2013 02:52
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Dex Randall
spectrumlive

b) a tool that lives in the Facebook Page which marketing can use to create support tickets.


This is what would work for us. Much better than sifting through piles of non-support posts. Our marketing team manage our FB pages.

January 06, 2013 18:44
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Justin Seymour
Zendesk

Hey Florian! 

Are you still having issues setting this up? If so, please send an email to support@zendesk.com.

January 07, 2013 04:43
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Maximilian Rausch

We are using the facebook integration for some time now and it works just fine. But recently the Facebook-account which is used to connect Zendesk with Facebook had been temporarily suspended by Facebook. That had been fixed in shot time, but still the Facebook integration og Zendesk isn't working. (I have already filed a support request #321447). Since we need a solution urgently, I wonder if there is a way to set up the connection again with another facebook account. How can I switch the Facebook-Zendesk-connection from one Facebook-account to another Facebook-account?

Thanks
Maximilian

January 10, 2013 01:46
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Admin
simyo

Maximillian, you may simply have to reconnect or reauthenticate your facebook page. This happened to me once before. It's painless to do.

AFAIK you can connect up to 2 pages to zendesk, so you may be able to log out of facebook. login again with the other account, go to facebook and connect to that page as well. I don't know if you FB pages have belong to the same facebook account.

January 10, 2013 02:18
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Maximilian Rausch

Hello Chris,

Thank you for your answer and you suggestions. We had to reauthorize or reconnect the facebook-page quite often in the last months - that has become kind of a standard procedure. ;-)  And we have also made use of connecting a second page.

This time it's a little bit bit different and both solutions don't work, I'm afraid. Trying to reauthorize one of the page-connections or to add another page just leads to an error message („Oops. The page you were looking for doesn't exist.”). So, my idea was, to completely cut the connection between the Facebook-Admin-Account and Zendesk and then to reestablish the connection via an other FB-Account (there are quite a number of admins for that page). But I don't know how to cut the connection between the Facebook-account and Zendesk in the first place, and I'm not sure about the implications. I haven't found a way to edit or re-enter the Facebook-credentials in Zendesk. Do I have to uninstall the Zendesk-App in my Facebook-Account?

Thanks an kind regards,
Maximilian

January 10, 2013 02:59
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Admin
simyo

Maximilian, if you go to settings/channels/facebook you should be abel to unlink zendesk and facebook. then I'd simply start over and see if that helps. it won't break anything, you just won't get any new tickets in through zendesk. So you'd temporarily have to do it from FB itself. I think...

You can also go into FB and deny zendesk apps access to your FB account/pages. Perhaps something is is messed up on the FB side?

January 10, 2013 03:07
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Maximilian Rausch

Hello Chris,

thanks again for your suggestions. Since I manage quite a couple of pages I was somewhat hesitant to to unlink them all, but that's what I did now. It seems, that you were right and after unlinking the last page I should have been able, to start from scratch. Unfortunately the link to add the first page doesn't work - it just leads to an empty page. I also got en empty page before when I tried to reauthorize or add a new page. That empty page replaced obviously the error-page I mentioned in my post yesterday.

I'm afraid there is indeed something seriously broken with my account and only the technical support of zendesk will be able to fix it.

Thanks
Maximilian

January 11, 2013 07:30
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Jennifer Rowe
Zendesk

Chris, Thanks for helping! We love to see the community sharing experiences and helping each other!

Maximillian, Yes, sorry, it does sound like you'll need to send a ticket to support@zendesk.com to get more help this time! Good luck!

January 11, 2013 10:04
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Michal Jirak

Hi,

the integration with FB works for me, but it imports messages that I definitely dont need - messages by our site itself. So anytime I post a message on FB, it goes as a ticket to Zendesk.

Is that a bug or a feature, any way to filter it out?

MJ

January 23, 2013 22:59
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Steven Yan
Product Manager

Michael, yes, you can do this by deselecting "Include Wall posts authored by Page" in your Facebook page settings:

Screenshot_1_23_13_11_51_PM-2.png

January 23, 2013 23:51
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Michal Jirak

Steven,

I was blind and now I see :) I skipped it probably because it shows up after I click Yes on the Wall Posts and I tend to fill in forms from the bottom.

Thanks!

MJ

January 24, 2013 00:01
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xdoomx
mrpgroup

For accounts with TWO Facebook pages, is it possible to automatically TAG the ticket according to the page?
I've tried checking automation and triggers but there doesn't appear to be an option to trigger when
Requester to 'is equal to : FacebookPageNameHere'

February 01, 2013 00:19
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Admin
simyo

that's a great question and should be a must-have in zendesk. for zendesk is all about tags for routing, reporting and escalating. So the absence of the ability to identify a facebook page is severe (from a mrkt standpoint). I could have two brands, or a brand and community, or a corporate and a community page with vastly different business rules. 

February 01, 2013 01:21
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Steven Yan
Product Manager

Brandon and Chris, we do understand that this is a feature gap right now and it's something we are planning on supporting.

February 01, 2013 01:22
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xdoomx
mrpgroup

Fantastic. Let's make that a high priority ;)
It would also be useful for Twitter accounts, that also supports multiples.
Thanks!

February 01, 2013 01:29
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Krissy
tetrisonline

++ Agreed!  Please have it for both Facebook and Twitter!

February 01, 2013 09:35
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Chas Wagner
Runkeeper

HI all. It appears that any FB Private Messages that I've deleted reappear as New Tickets. This really makes it unusable, considering a large majority of our messages are not support-related, hence the need for a delete use case.

Is this a known issue or something occurring with our RunKeeper Zendesk account? Ticket#19075 is a good example.

February 12, 2013 15:58
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Steven Yan
Product Manager

Chas, that does not sound correct.

Can I confirm your reproduction steps:

1. Ticket is created via Facebook PM in Zendesk

2. You delete the Facebook PM from Facebook(?)

3. It reappears as a new ticket.

February 12, 2013 16:13
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Chas Wagner
Runkeeper

2nd step clarification: we delete the Facebook PM as a ticket in Zendesk

February 15, 2013 09:38
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Steven Yan
Product Manager

Chas, I've reproduced your issue. We'll get this fixed.

February 18, 2013 01:18
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Edwin Schukking
lightspeedresearch

Would it be possible to share the geo-location of the post or comment between Facebook and Zendesk? From our Facebook page we manage all our customers worldwide using the geo-tagging to determine their location.

Thanks!

February 20, 2013 02:44
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Steven Yan
Product Manager

Edwin, that's a great idea, we will look into what's feasible.

Chas, a fix for your issue is under development this week. Thanks for your patience.

February 20, 2013 02:55
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Eugene Orr
crashplan

Is there any way to configure this channel so that we can select the comments that we want converted to tickets like we do with Tweets.  We are getting posts that are made by our marketing team converted into tickets with the current deployment.  Thanks!

February 20, 2013 07:29
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Brandon K.
Zendesk

Eugene,

Although there is no way to allow you to selectively choose which Facebook comments are converted to tickets, you could create a trigger that would automatically send Facebook posts to a group or view you set up and have an agent filter and assign from there. If you create a trigger with the ALL condition 'Ticket is created' and two ANY conditions 'Ticket channel is Facebook Post' and 'Ticket channel is Facebook Private Message' you could then set the action to assign to a specific group, agent, or view that would then be able assign the ticket back to your regular flow or delete them.

Hope this workaround helps!

March 04, 2013 11:29
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Diego Rossenblum
leapfactor

Hi

We are setting up our support service using Zendesk. We have the Enterprise plan to be able to use multi-branding and create support (spoke) portals for each one of our customer's specific products. We expect to provide support using the Facebook channel too.

If we have a many zendesk "spoke" portals (one for each customer/product we have) who share tickets with the hub zendesk, that also mean we can define upto two Facebook pages by spoke Zendesk portal? or we can only have two facebook pages per subscription account?

Please clarify that for us.

April 12, 2013 06:00
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Steven Yan
Product Manager

Hi Diego, we allow two FB pages per spoke, not per subscription.

April 16, 2013 11:23
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Sue Ann Pien

Hi - the Facebook tickets are not showing up on my Zendesk Phone App. I am able to see them listed and click on their titles but nothing loads (empty content). 

May 21, 2013 15:09
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Steven Yan
Product Manager

Hi Sue Ann, can you tell me which platform you are using?

May 21, 2013 15:13
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Sue Ann Pien

Hi Steven, 

I'm currently on an Android phone and will be using the Samsung Galaxy 4 in a day or so. Thank you. 

 

May 21, 2013 15:14
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Steven Yan
Product Manager

Thanks Sue Ann. This is a known issue and we're preparing to push out a build in the next day or so that will address this. Thanks for your patience and I am sorry for the trouble.

May 21, 2013 15:14
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Sue Ann Pien

Thank you Steven. Please inform me of its release - I appreciate your support. 

May 21, 2013 15:24
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Sue Ann Pien

I do have one more question - I have set up 2 Facebook accounts that are different sites. When their tickets come in for both sites it says the same "Facebook Page" - is there a way to change that so it names which Facebook site it is? 

May 21, 2013 15:28
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ibrahimbamieh
PEAK OYUN YAZILIM VE PAZARLAMA A.Ş

Hi I having an issue when adding a Facebook page it loads a popup and then click add and then click anywhere  on the page and the Zendesk reloads without adding any pages and no error messages appears
Thanks in advance

May 22, 2013 03:47
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Steven Yan
Product Manager

@Sue Ann -- we've released the new Android build which should now display Facebook tickets appropriately.

Can you tell me where you're seeing "Facebook Page" generically? Is it in the new Zendesk interface? This should be differentiated, if not, it's a bug.

@ ibrahimbamieh can you submit a support ticket to support@zendesk.com? We can help you right away.

May 24, 2013 16:03
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ibrahimbamieh
PEAK OYUN YAZILIM VE PAZARLAMA A.Ş

Hi Steven,

Thank you so much my issue has been solved it seems that the I need to enable SSL for it to work then i can disable SSL after adding the page.

 

Thanks have a great day.

May 26, 2013 01:21
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Joshua Savage

Are you aware that this integration is broken in all modern browsers?  It's not currently possible to setup this FB integration. Tried Chrome, Safari and FF - it asks to login to FB, then asks which page to add and then only gives an option to X out which reloads the page so you can start all over.

May 26, 2013 20:13
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ibrahimbamieh
PEAK OYUN YAZILIM VE PAZARLAMA A.Ş

in wall posts can we reply privately to a user ?

May 28, 2013 06:40
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Brandon K.
Zendesk

@Joshua: Do you think you could submit a ticket to our support team about this? We can be reached by emailing support@zendesk.com as well as clicking 'Submit a Request' at the top of this page. This integration definitely should not be broken in all modern browsers, so we'd love to see which browsers and versions that you are using so we can do some testing. Hopefully we should be able to address your bug shortly!

@ibrahimbamieh: Unfortunately you have to reply to the user through the same channel that they contacted you at. So if the ticket was sent to you as a wall post, your responses will be a comment on that wall post and if they got to you through private message, your replies on the ticket will also be private message. You will have to log in to your actual Facebook account to send outgoing messages or change the channel of communication. Once they reply through the new channel, however, you can just reply on the ticket.

May 28, 2013 11:31
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Sue Ann Pien

@Steven - I apologize for the late reply. Yes, it's on the Zendesk new interface - it's not distinguishing between our sites. 

May 31, 2013 18:05
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Prasath Nair

@Zendesk team - i have done the linking between FB page with my zendesk support, but i am not sure of how i can manage this incoming messages from FB which comes in as TICKETS into Zendesk. Can anyone show me how can i create a SPECIAL VIEW for this messages so that i can manage this messages ....? 

June 03, 2013 15:04
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Sue Ann Pien

@Steven - here is a screenshot to explain what I mean. The top only says "Facebook Page" and "Facebook Wall", but does not say the name of the actual site it is coming from 

June 05, 2013 10:40
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Steven Yan
Product Manager

@Sue Ann, thanks for the feedback, I agree it would be more useful to show the actual Page name there. That's easily enhanceable and I will look into prioritizing it.

@Prasath, you can create a ticket view with a condition "Ticket channel...is...Facebook Post" or "Ticket channel...is...Facebook Private Message":

Screen_Shot_2013-06-10_at_5.58.23_PM.png

June 10, 2013 17:58
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Maria Silva
Granpanda

Hi Zendesk:

 

About a year ago Cimmunity engine posted this comment:

Hi Zendesk team,

If you can make the Facebook integration as similar as possible (in terms of settings and functionality) as you have done with the Twitter integration, that'd be awesome. In its current state where it turns all posts into tickets is not something I am keen on. It would be better if we were allowed to insert a set of keywords that we want picked up (just like the Twitter integration) and be allowed to then view these posts and select which of those we want to turn into tickets.

There are a lot of pointless comments on Facebook pages that dont warrant a support ticket or my team having to deal with closing off unnecessary tickets. I'd prefer that we are able to filter out the noise and focus on keywords that may lead to better support and use of resources.

Wanted to know if you had any updates on this.

 

Than you! 

June 25, 2013 14:44
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Steven Yan
Product Manager

Hi Maria, sorry for the delayed response. I don't have any new updates for you regarding this but we are tracking it in our feature requests backlog.

July 04, 2013 16:27
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Naitik

I cant see any posts or messages getting imported from facebook even though i clicked on Import recent activity. 

any reasons? 

July 12, 2013 03:26
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Steven Yan
Product Manager

Naitik, we don't have any reports of import not working correctly. If you're still continuing to experience issues, please contact support@zendesk.com and we can look into your issue.

July 13, 2013 09:43
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Jerry Goure
scribd

Is there any way for an automation (or a trigger, for that matter) to send any kind of notification to the requester through the FB integration? E.g., to say, "hey you're ticket's been pending a while and we're waiting for your response."

July 18, 2013 11:09
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Steven Yan
Product Manager

Hi Jerry, we currently don't have any functionality like that, but that's a great idea. Would you see any use for that in wall posts, or is it primarily useful in private messages?

One thing to note is that Facebook has a limit where a Page cannot send more than two messages to a user without that user first responding. This is to prevent spam.

July 18, 2013 12:38
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Jerry Goure
scribd

Scribd is implementing ZD/FB integration for private messages only (most of our wall posts are of the sort our community manager works with outside ZD, while most PMs to our page are support requests) so we don't have any such need for notifications in wall posts. But I can easily imagine how someone who does turn wall posts into tickets could find it useful.

Our workflow uses automations to send up to 2 notifications to a user with an unanswered pending ticket, once at 7 or 30 days (depending on the nature of the ticket) and once at 14/60 days (at which point the automation marks the ticket solved). So I think Facebook's anti-spam measures shouldn't adversely affect us.

July 18, 2013 12:56
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Steven Yan
Product Manager

Thanks for the info Jerry. We will consider this for our roadmap.

July 21, 2013 22:55
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Klwilliams

Is there any plan to support Facebook Groups? We use a group for communication with our members, not a page.

I scanned the whole set of comments, and I see one person asked after it, but I'm not seeing a reply.

September 10, 2013 16:19
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Steven Yan
Product Manager

Klwilliams, we don't have plans to support Facebook Groups at this time.

September 26, 2013 13:36
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elitetrykker

Great feature but I have a problem

I am administrator for my small company's facebook page. It is created and managed from my personal account.

How can I add the companies FB page only so it doesn't mix it up with my personal FB site?

November 04, 2013 16:17
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Steven Yan
Product Manager

Elitetrykker, I'm not sure I'm clear on what problem you're running into. You must be added as an administrator on your company's Facebook Page in order to add it to Zendesk. However, we will only store information about your Facebook Page when you add it and not your personal site. What do you mean by "mix it up with my personal FB site"?

November 05, 2013 08:53
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Sarah
Win

@steven Yan - any updates on why we can only connect 2 facebook pages to Zendesk at this time. I have Enterprise. Is their a work around for this?

December 05, 2013 08:56
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xdoomx
mrpgroup
Enterprise clients have free access to 'spoke hubs' of which you can create any number and link them to your main hub.
Use each spoke hub as a place to pull each brands support tickets, email and yes... Facebook :)
This also makes it a lot easier tagging and routing your tickets into your main hub.
You'll need to setup sharing agreements though but there's plenty info online about how to do that.

December 05, 2013 10:02
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xdoomx
mrpgroup
Also for those wanting to 'tag' certain Facebook posts as tickets and ignore the rest you can do this using triggers. I use it for twitter. But the process is in reverse to what you're probably imagining:
Allow Zendesk to create tickets from all FB posts.
Create your trigger looking for whatever keywords you're after and tag it eg FBSUPPORT
Create an automation to close all FB posts where tag does not contain FBSUPPORT.

That said, you're probably going to struggle a lot creating a reliable word search and tagging as support question trigger. I've done mine using dozens of common phrases associated with questions and a lot still slip through through. And then the bad spelling mistakes made by posters ruin it as well.
December 05, 2013 10:16
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Laura D.
Zendesk

Hi Sarah, 

I checked with Steven about this and we don't have an update yet, the limit is still 2 active pages per Zendesk instance (for Regular and higher). Just out of curiosity how many pages would you like to have connected?

I haven't tested Brandon's suggestion but it would be a way around the limit (thanks for the suggestion Brandon!). You could use your existing account for the hub and only use the spoke(s) for Facebook pages. If you want to explore this idea further let me know and I can start a ticket for you so we can answer any questions you might have. 

December 09, 2013 12:09
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Mats Henricson
magine

Any update about the possibility to send FB messages to page X be sent as tickets to Group X, and FB messages to page Y be sent as tickets to Group Y? We badly need this feature, and it has been talked about on this page for 1.5 years now.

 

February 04, 2014 04:54
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Steven Yan
Product Manager

Hi Mats, this is something that we are planning on implementing this year and it will be part of a larger effort to allow segmentation of ticket workflow for different brands such as what you are mentioning. I can't offer more concrete details at this point but will update here when we are looking for beta testers.

February 11, 2014 17:29
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Mats Henricson
magine

Actually, we could get away with another feature, which looks simple on a superficial level, but could be way more complex on your side, namely automatic tagging of tickets by estimated language.

What I mean here is a way for me to create a trigger where I'd add a tag "german" if the text in the comment appears to be in German, or a tag "spanish" if the text in the comment appears to be in Spanish.

If that feature was there, then we could add another followup trigger to route on tags to the right agent group: If there's a tag named "german" then send the ticket to group "German CS".

I think there is open source software for such language analysis, but I haven't done any homework on that.

 

February 12, 2014 00:37
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Dan Guerin

+1 for tagging according to which page ticket originated, or some other form of differentiation. :)

February 12, 2014 08:47
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xdoomx
mrpgroup
Just want to point out that all of everyone's concerns are met in Enterprise addition of Zendesk.
Setup a spoke hub for each FB channel and then ticket share those with your main hub. Boom. Done. Each FB page is now easily identified, tagged and can be worked on with triggers even.
February 12, 2014 13:48
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Sheikh Muhammad Zubair
techtorium47

I cannot figure out how to tag a facebook user while replying to a post using Zendesk. Replying to a post of 300 comments without tagging a user makes it useless, since they would not get the notification and our response will be lost somewhere in hundreds of more comments to come on the same post.

 

Can someone please help.

February 16, 2014 23:44
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Steven Yan
Product Manager

Hi Sheikh, we unfortunately currently do not support being able to mention a Facebook user when replying from within the Zendesk interface.

February 18, 2014 10:05
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John Antonios

I just enabled the Facebook page as indicated in the above post. I think it's a great feature. However as a community manager, I manage several pages .. and when i was looking at the swizly permission setting on my FACEBOOK account, I realized it has access to all my other pages .. even though when setting it up i specifically marked only one page (as per attached pictures)

1. how can insure that zendesk has access to one page only

2. will other administrators on our corporate zendesk account have access to my private facebook information and pages

thank you for your support

Cheers,

John

February 19, 2014 02:36
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Steven Yan
Product Manager

Hi John, this is a great question about privacy. When you authenticate on the Facebook admin page, Zendesk displays the Facebook Pages for which your Facebook user is an admin. If another admin goes to the Facebook admin page and attempts to follow the same steps, that admin will only see the Facebook Pages for which their Facebook user is an admin. No other admins will be able to add your private Facebook Pages to Zendesk for monitoring.

Secondly, Zendesk receives access tokens on a per Page basis to retrieve content from or post content to your Pages. If you do not add a Page to your Zendesk configuration, Zendesk will not receive this token and therefore cannot access your Pages.

February 19, 2014 15:00
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Maria Izzo

Hi everybody!

I read all your suggestions and comment, but it seems that basically not so much has changed since 2012: one can only manage 2 FB fan pages (my company has 5, hence it's impossible to manage all of them, nor at least choose the 2 ones you care most), it's not possible to mention or tag FB users through Zendesk's tickets and one cannot edit the page name view on Zendesk if there's need to differentiate them.
My question is: are you - honestly, no regret, in case of negative response - planning to seriously invest on this feature or not? It would be nice to know, so I would eventually know wether to spend more time trying to make it work or not.

Thank you very much,

/maria

February 25, 2014 05:47
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Nikki Goodson, Gigwalk Community Manager
gigwalk

Hi! I just used the Facebook channel to reply to a Message we had received via our Facebook Page. However, I clicked to reply by "email only" rather than replying on Facebook (b/c we are trying to transition this group of users away from getting Support via FB/Twitter).

I'm curious what email address it replied to, since that user's name wasn't associated with any email address in our Zendesk system. I expected an error message if it didn't know what email address to send to. Does it reply to the default Facebook email address or something?

February 28, 2014 06:23