Setting up your Facebook channel

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113 Comments

  • James Green

    Sandra,

    We're using Hootsuite for FB/Twitter/G+, so this could be a good solution. Thanks for the tip, I'll check it out.

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  • Le Giang Anh

    Is there any way to integrate with Facebook Groups?

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  • Jenni K.

     

    @Le Giang Anh--

    Unfortunately, right now there is not a way to integrate with Facebook Groups, only pages. However, there is a post on our Product Feedback Forum about this--though it doesn't have a lot of votes now, I highly recommend adding your vote and adding a comment, as that can help start some discussion about that option! 

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  • Ron Martinez

    Can you tell me if a Review can be brought in as a ticket as well? On the FB-ZD integration I only see options for wall posts and private messages. 

    Thanks! 

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  • Jessie Schutz

    Hi Ron!

    I'm afraid it's not possible to bring reviews in Zendesk as tickets at this time. However, you're not the first person who's mentioned that this would be useful functionality; I found a thread about it in our Product Feedback forum: Facebook - Review posts into ticket.

    If you have a minute, it would be really helpful if you could head over there to add your vote and detailed use case. This helps our Product Managers understand how our customers are using the product, and how we might be able to improve (although they might not be able to respond!).

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  • Rhett Hookham

    Hi Jessie. Does Zendesk support Facebook Business Manager?

    We are currently on a trial version of Zendesk and this feature would be really helpful. 

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  • Nicole - Community Manager

    Hey, Rhett! 

    Welcome to the Zendesk Community. What are you looking to do with your Facebook page and Zendesk? 

    Zendesk does integrate with Facebook Message, but not with the full FB Business Manager platform - Zendesk isn't set up to manage content or ads beyond Messenger and comments on your page. So it's handy for managing communications, but isn't a substitute for ads or posting content. 

    I hope that helps, and let us know if you have additional questions. 

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  • Joana Crisostomo

    If an end user leaves a comment on the Wall post later than one week after the post was created, we don't get any notification. I understand a comment cannot be added to the post ticket as it's already in closed status, but it should generate a follow-up ticket, no? Any workaround so we get notifications for all comments to posts despite of the timeframe?

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  • Nicole - Community Manager

    Hey Joana - 

    We don't have anything officially supported to offer as a solution here, but hopefully one of the other members of the community will have an idea or suggestion for you. 

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  • Kedar

    Quick Question: 

    What does this mean (under common reasons for Facebook channel to become de-authorized): 

    • The admin who has authorized the Facebook Page has revoked their Facebook session.

    Does it mean if I log out from that account from my browser, Zendesk looses access? 

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  • Diogo Maciel

    Hi Kedar!

     

    That is not it. It means the account admin can revoke the access from Zendesk interface. This shouldn't be affected by the logged status of the account in the browser

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  • Khalil Mujadedi

    I have a prospect that wants to be able to add 300 facebook pages, from each of their stores, to their support instance. Is there a way to do that?

     

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  • Jessie Schutz

    Hi Khalil!

    As stated in the article, you can only have up to 15 pages attached to a single Zendesk instance. If they need to manage that many pages, they might want to look at a social media management of some kind. That said, I don't know if there are any that would support that many individual channels...

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  • Keela

    Hey there. As a heads up, when clicking the video to watch it flashes the entire time. Not so nice on the eyes. The video and audio play, there is just a lot of flashing going on.

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  • Flash Player right installed? Or look your Installing if there's some else not right

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  • Nicole - Community Manager

    Hey Keela - 

    As Hellen suggested, you may want to check your settings. It's running fine in our office, so I don't think the problem is on the video side. 

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  • Clarke

    We dont allow wall posts, but we allow commenting on our posts.  Is there a way for these comments to become tickets? 

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  • Kat Corliss

    Hi Clarke,

    The threading option provided by Facebook's current organization of replies makes this a multi-tiered issue due to the Post > Comment > Replies structure. We are, however, running an open beta that you can sign up for here. You can read a bit more about it here, where PM Joe McCarron discusses the implementation and structure of the beta. This will allow comments to create tickets.

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  • Tiago Farago

    I had a bad experience with Facebook <> Zendesk integration. That's because I need to link the end-user email with my sales data, and the Zendesk integration does not provide end-user email once that tickets came from Facebook

     

    My suggestion is to share/show end-user Facebook's email, even than he/she came from Facebook (Post Comment or Messenger)

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  • The Jacket Maker

    I'm not able to connect our Facebook page with Zendesk Message. It's showing me this error:

    Platform Access Disabled: Access temporarily disabled due to changes to the Facebook Platform

    Can I get any help with the integration?

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  • Stephen Fusco

    Hello The Jacket Maker,

    Facebook recently announced that they are reviewing their platform policies. During this time you'll be unable to authorize any integrations that request access to Facebook Messages, including our Zendesk Support and Message products.

    What this means for you:

    • If you have already enabled the Facebook integrations in our Zendesk Support or Zendesk Message products everything should continue to work as normal, unless Facebook makes another change in policy and decides to revoke access.
    • You will not be able to authorize new Facebook integrations in Zendesk Support and Message. If the integration becomes de-authorized for any reason you will not be able to re-enable the integration.

    We are in contact with Facebook and have been assured that these restrictions are temporary and only remain in effect while Facebook conducts their platform review. 

    More information about these changes can be found on Facebook: https://developers.facebook.com/blog/post/2018/04/04/facebook-api-platform-product-changes/ 

    I'm going to create a ticket for you so you can receive an update from us as soon as Facebook allows Zendesk to establish new integrations. 

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  • Peter Lemmens

    Hi there, we are having the same issue as The Jacket Maker.

    We apparently have to reauthorize the integration, but upon reauthorizing i get the same error: Platform Access Disabled: Access temporarily disabled due to changes to the Facebook Platform

    Can you keep me up to date as well as soon as Facebook allows Zendesk the new integrations please?

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  • Stephen Fusco

    Hello Peter, 

    I'll create a ticket for you as well. You should receive soon!

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  • Vitaly Sokolyansky

    Hi Stephen,

    Can you please create a ticket for me to keep me updated when ZenDesk to Facebook integration becomes available.

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  • Amie Brennan

    Hi Vitaly,

    I'll create a ticket for you so we can keep you posted from there regarding the Facebook integration. :)

    Best,

    Amie

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  • Jessie Schutz

    Hi Sakinah! I'll get that created for you right away. You'll be receiving an email shortly.

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  • Adrian Mitrea

    Please create one for me too. 

    Many thanks!

    Adrian

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  • Jessie Schutz

    Hey Adrian! Done!

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  • Henrik Heusala

    Hi,

    I would need an urgent update on this issue too!

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  • Edwin Schukking

    Hi Stephen, Amie and Jessie,

    Could you keep me posted regarding the Facebook integration as well?

    Thanks!

    Kind regards,
    Edwin

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