You can now configure your Facebook Pages in Zendesk to track and respond to private Messages sent to the Page by your Facebook users. This new capability has a number of advantages:
Customers can confidently contact you with specific information about a product or service, such as account information, that should not be shared publicly.
Agents can have a one-on-one conversation with the user without other Facebook user responses being included in the conversation.
Setting up Page Messages in Zendesk
If you already use Zendesk to monitor Facebook Wall Posts, do the following:
As an administrator in Zendesk:
Navigate to Settings > Channels > Facebook
Click edit next to your Facebook Page
You will need to request a new permission from the Facebook Page in order to access your Page's message inbox. Click Add permission now! to enable this permission.
Click Yes next to Include private messages and click Update Page settings.
Getting started with Page Messages
When a Facebook user views your Facebook Page, they should be able to see the Message button on your Page:
If you do not see this on your Page, your Facebook Page administrator must enable it under Manage > Edit Page > Messages > Show "Message" button in your Page settings:
Your Facebook user can click Message to send your Page a private Message which can only be seen by the user and your Facebook Page administrators:
Your Facebook Page administrator can see this Message on the Facebook Page and respond:
This capability of Facebook Pages makes it very easy for your Facebook users to contact your business privately. However you may want to share these messages within your organization or assign a team to respond to these requests. Using Zendesk, this entire conversation can be managed along with the rest of your support requests as a ticket, allowing you to escalate the conversation to the right personnel and maintain a history of interaction with each customer, no matter how they have reached out to you.
Using Page Messages with Zendesk
Receiving Page Messages in Zendesk
For each Facebook Page that you have configured to capture Page Messages in Zendesk, Zendesk will create a new ticket from the initial Page Message and set the Facebook user as the ticket requester. All messages from the requester are added to the ticket as separate comments.
Furthermore, if you have a Page administrator who is responding to users directly from the Facebook Page, these messages are also added to the ticket. In this example, MondoCam's first response was added from within Facebook, but Zendesk still captures the whole conversation.
Responding to Page Messages
As with our Wall post integration, you can respond to the requester by making a public comment on the ticket. If you would like to make a public comment but not have it sent to Facebook, you can untoggle the Send a private message back to Facebook checkbox.
Your response on the ticket will appear in the requester's Message inbox.
Managing solved tickets
Facebook's Message system does not thread conversations, which means your conversation with a customer, which can span several subjects, will always appear on the same ticket, unless you solve and close the ticket. To do so, Zendesk automatically adds an automation which closes solved Facebook tickets after a period of time. Further Messages from the Requester will create a new ticket.