Setting up your Facebook channel

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:

You can also watch this short video.

Setting Up the Facebook Channel (01:19)

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

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. (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 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.

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 Messages.
  • 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.

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Comments

  • Avatar
    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

  • Avatar
    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

  • Avatar
    Jennifer Rowe

    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!

  • Avatar
    Johannes Haus

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

  • Avatar
    Jennifer Rowe

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

  • Avatar
    Admin

    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)

  • Avatar
    Jennifer Rowe

    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.

  • Avatar
    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.

  • Avatar
    Jennifer Rowe

    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.

  • Avatar
    community engine

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

  • Avatar
    Gian Luca Petrelli

    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.

  • Avatar
    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. 

  • Avatar
    Sara Menefee

    @Gian I have created a support ticket for you. 

  • Avatar
    Steven Yan

    @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.

  • Avatar
    Adam Goolie Gould

    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!

  • Avatar
    Steven Yan

    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

  • Avatar
    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

  • Avatar
    Adam Goolie Gould

    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.

  • Avatar
    Steven Yan

    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.

  • Avatar
    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.

  • Avatar
    Jennifer Rowe

    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!

  • Avatar
    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?  

  • Avatar
    Justin

    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. 

  • Avatar
    Jill Barbuto

    Thanks Justin,

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

  • Avatar
    Rasmus Aaen Madsen

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

  • Avatar
    Steven Yan

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

  • Avatar
    Thomas Andersen

    Howcome? 

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

  • Avatar
    Jennifer Rowe

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

  • Avatar
    Krissy

    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?  :(

  • Avatar
    Justin

    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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