Setting up your Facebook channel

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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.

You can add up to fifteen Facebook Page to the Facebook channel. You have to be an administrator or have appropriate role permissions to set up the Facebook channel in Zendesk.

Topics covered in this article:

You can also watch this short video.

Setting Up the Facebook Channel (01:19)
Tip: Fine Tuning: Learn how to maximize social media support with Lisa Muccigrosso's Fine tuning: How to provide great support through social media.

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. Note that this doesn't apply to posts that are older than a week.

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

To set up your Facebook channel to monitor a Facebook page

  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. (Professional and Enterprise) 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

You can monitor up to 15 Facebook Pages from your Zendesk account. Keep in mind that there are still limits that Facebook places on traffic from external sources, so it is possible that your account might make too many requests. This has more to do with how many posts and messages you retrieve than how many pages you enable.

Tip: Abel explains how to create a custom field to show which Facebook page tickets come from in this Tip of the Week.
To add another Facebook Page to your 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 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 recent activity if you want to create tickets from existing messages or posts. Zendesk will import the last week of activity (up to 250 tickets).
  5. Click Add beside the Page you'd like to add.

    The Facebook Page appears in Facebook Channel page.

Managing Facebook tickets with business rules

Just like with tickets from other Zendesk channels, you can set up business rules, like views, automations, and triggers, to manage your Facebook tickets. In addition to the actions and conditions available for all tickets, there are a few Facebook-specific options you can use:
  • Ticket: Channel values:
    • Facebook Post returns tickets created from posts.
    • Facebook Private Message returns tickets created from private messages.
  • Ticket: Integration account lets you pick a specific Facebook account if you’ve added more than one. This condition also has options for Twitter and channel integrations like Google Play.
For general information about setting up business rules, see the following articles:

Troubleshooting issues with your Facebook channel

The following issues might cause your Facebook channel or individual posts to be unavailable in your Zendesk.

Zendesk cannot connect with your Facebook Page because the channel has been deauthorized

Zendesk constantly monitors your Facebook Pages for new posts, messages, and comments. If Zendesk cannot connect with your Facebook Page, it will send an email notification to all admins on your account.

If you receive notification that your Facebook channel has become deauthorized, you need to reauthorize the affected Page in your Zendesk. To do so, click the Admin icon () in the sidebar, then select Channels > Facebook.

Common reasons your Facebook channel might become deauthorized include:
  • The admin who has authorized the Facebook Page has revoked their Facebook session.

    This can happen when the admin changes his or her password or chooses the option “Log me out of all devices” after a password change.

  • The Page admin who added your Facebook Page has removed permission for the Zendesk Facebook app to manage your Pages or access your Facebook Page Mmssages.
  • Zendesk receives a consistent response from Facebook indicating that we are not authorized to access your Page’s content.

    This should only happen due to an error in Facebook’s platform.

Facebook posts are not converted to tickets because the poster disabled access by 3rd-party apps

If a Facebook user has disabled the Apps setting to allow 3rd-party applications to access their Facebook data, their posts on monitored Facebook pages will not be available to Zendesk via the Facebook API. Posts by these users will not be converted to Zendesk tickets.

Wall posts for incident tickets are not updated when the problem ticket is solved

Facebook incident tickets do not update their wall posts when the related problem ticket is solved, because it is not possible to verify whether the update was intended for public consumption. Agents can notify Facebook users of the fix by manually posting the status in a comment on the Facebook incident ticket itself.

Have more questions? Submit a request

Comments

  • 0

    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

  • 1

    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

  • 0

    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!

  • 0

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

  • 0

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

  • 0

    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)

  • 0

    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.

  • 0

    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.

  • 0

    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.

  • 0

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

  • 0

    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.

  • 0

    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. 

  • 0

    @Gian I have created a support ticket for you. 

  • 0

    @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.

  • 0

    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!

  • 0

    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

  • 0

    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

  • 0

    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.

  • 0

    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.

  • 0

    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.

  • 0

    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!

  • 1

    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?  

  • 0

    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. 

  • 0

    Thanks Justin,

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

  • 0

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

  • 0

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

  • 0

    Howcome? 

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

  • 0

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

  • 1

    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?  :(

  • 1

    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. 

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