With social messaging, you can add your company’s social messaging channels to Zendesk. When customers send messages to these channels, the messages become tickets. When your agents reply to the tickets from Support, your customers receive the reply from the social messaging account.
You must be an administrator to install social messaging.
This article includes these sections:
- Available social messaging channels
- Installing the Social Messaging add-on
- Adding your social messaging accounts to Support
Related articles:
Available social messaging channels
With social messaging, you can add your company’s social messaging channels to Zendesk. The following channels are supported:
- Facebook up to 15 accounts, public and private messaging
- Twitter up to 5 accounts, public and private messaging
- WhatsApp limited to the number of phone numbers purchased
- Line unlimited number of accounts
-
WeChat unlimited number of
accounts)Note: Due to changes in WeChat's security and development policies, Zendesk is updating the way we authorize WeChat integrations. While Zendesk makes these updates, adding new WeChat integrations has been suspended temporarily. If you want to be notified when adding a WeChat account is available, sign up here.
Installing the Social Messaging add-on
You can download social messaging directly from the Zendesk Marketplace to install it.
To install the Social Messaging add-on
- In
Support, click the Admin icon (
) in the sidebar, then select App > Marketplace.
- In the Marketplace, search for Social Messaging, then click Install.
- Follow the on-screen instructions, then click Install to complete the installation.
- To verify that the integration is installed, click the
Admin
icon (
) in the sidebar, then select Apps > Manage and confirm the integration is on your list of installed apps.
You are now ready to add your social messaging accounts to Support.
If needed, you can uninstall the integration by right-clicking the icon and choosing Uninstall from the shortcut menu.
Adding your social messaging accounts to Support
After you install the social messaging add-on, you can add your social messaging accounts. You will need to add your social messaging accounts one-by-one. For example, if you have multiple Twitter accounts, you have to add them one at a time.
To add social messaging accounts to Support
- From Support, click the
Admin
icon (
) in the sidebar and then click Channels > Channel Integrations.
- On the Channel integrations page, click
Social
Messaging.
This only appears if social messaging is installed.
- On the Accounts tab, click the Add
account button to add a social messaging
account.
The Add account wizard displays. Follow the on-screen instructions to add your account.
- From the Channel drop-down list, select a social messaging
channel, and then click
Continue.
- Follow the on-screen
instructions.The process is different for each channel:
- WhatsApp, LINE, and WeChat If you choose WhatApp, LINE, or WeChat, additional channel-specific screens will appear in the wizard. You will finish setup from inside the wizard. See Setting up your WhatsApp channel and Setting up your LINE and WeChat channels.
- Facebook Messenger & Twitter If you choose Facebook or Twitter, you will be redirected to a channel-specific settings page in Support. You will finish setup from there. See Setting up your Facebook channel and Setting up your Twitter channel.
30 Comments
Hello
I have few questions about this new Chanell integrations.
We connected Whatsapp using this new feature, screen below
Then following the workflow I decided to add more channels, I have clicked to add account and I have selected Twitter
I was re-directed to this page to finish my configuration and connected twitter account successfully.
Now I decided to go back to my 'channel integrations' to see if the Twitter account was ticked and displayed there, however is not.

Then I decided to twit too see if the ticket is coming down to Zendesk and it did, however, the ticket is not displayed in the new top navigation icon bar

1) what is the role of this new function, this new panel? what tickets can we see in it? why do we see the Whatsapp ticket and not Twitter since the integration went through the same channels?
wasn't it supposed to be all social media tickets visible in the new panel? those that are available in channels integration e.g. Facebook, Twitter, Whatsapp, etc
2)what is the difference between connecting a twitter from the Admin Panel and using Channels integrations?
Hi Kris Klimek,
I hope this helps.
1) Twitter and Facebook don't show up in this notifier yet. We are hoping to add them there by default down the line. However, if you add the tag messaging_support to the tickets coming from Facebook and Twitter I've been told that they should start showing up in this notifier.
2)There is no difference, it's the same integration we are just trying to unify our social channels.
Thank you. I will try the idea with the tag.
How about the smaller businesses which are on lower plans? We have moved to zendesk only recently and one of the reasons was you guys offer facebook integration for multiple Facebook pages.
Now next year (after being with you for just over one year) we should be paying more the double per agent to get this?
Hey Boris,
Completely understand your concerns here and I do apologize for any frustration this may cause. If you'f like, I'd be happy to create a ticket on your behalf so you can discuss this with your account rep.
Let me know!
Hi Brett,
What will happen with current customers (whatever support plan they have) that are managing Twitter or Facebook private messaging within Support? Will they need to purchase the Addon??
Thanks
Hey Sergio,
According to the above article, you'll continue to have this functionality until Feb. 21, 2021. After that date the add-on will be needed to continue using private messaging for Facebook and Twitter.
Let me know if you have any other questions!
Hi there,
How much is the add on?? We are currently using the "Team" support plan...
And just so I understand, we have to pay for the add-on and download an app? Is Sprinklr the right app to receive Facebook private and public messages via tickets in Zendesk?
Thanks
Yes Brett please do so. Brett Bowser
Hi
I've just added our Facebook page and our Twitter account. I see them under the Channels title in the Admin page, but when I go to Channel Integrations under Channels, it says we have no active accounts. Is that normal?
Thanks!
Hey Fiona,
If you're adding Facebook and Twitter accounts, they should show up under Channel > Facebook/Twitter. If you refresh the page do you see them showing up again?
If they don't show up, it's possible that the installation didn't complete so it may be worth trying to re-add.
Let me know if you continue to experience issues on your end!
Thanks for your reply!
I see them under their respective Twitter/Facebook tabs of the settings, but under Channel Integrations > Social Messaging, it says I have nothing added. I've refreshed and cleared cache and cookies but still nothing. The integrations are working fine though and messages are coming through.
Thanks!
Hey Fiona,
Thanks for the clarification! That is expected behavior in this case. Facebook and Twitter integrations would show up under the respective tabs under Channels.
Cheers!
Hi Brett - thanks for confirming. I was worried something was incorrect. Thanks!
This needs updating. I believe now you're able to purchase Social Messaging even with the Support Team plans.
Furthermore, I just tried installing it and experienced a 90-120 sec delay in messaging replies from Zendesk to the messenger app of the individual person after integrating Facebook Private Messaging. Replies from customers (i.e. from FB messenger) come within 5 seconds and seems like a 'live chat' experience, however the reply from Zendesk to messenger through the native social messaging app is delayed and loses its "LIVE" experience.
Is anyone else experiencing the same? If there a configuration issue? Any way around it.
Thanks
What is the process for adding multiple mobile numbers? I assume that as per the nickel-and-dime policy, they'd be an extra cost for extra numbers?
it seems that using integrated twitter is consuming API call and that you can reach your limit.
I don't find any documentation about that and want to understand if an high API limit is needed using the integrated social media channel?
thanks
Hi everybody!
Does anyone know why I don't have WhatsApp messages on "Social Messaging Notifier"?
The ticket is correctly created and the answer on Zendesk arrive in the correct way to the WhatsApp client number, but on the upper widget "Social Messaging Notifier" there are nothing.
The WhatsApp tickets has "messaging_support"and "whatsapp_support" tags.
Thanks.
Maria
Hi again.
I'm talking about this:
https://support.zendesk.com/hc/en-us/articles/360041586193-Using-social-messaging-channels-Social-Messaging-add-on-#topic_u3s_pnx_lkb
"Technically, you can remove the tags from the ticket, just like any other tag, but we strongly advise you to leave them alone. If you remove them, these things happen:
I have everything OK!
Thanks.
Maria
Hello Guys
I would like to purchase the Social Media add-on but I can not ?
What I have to do?
I have a team plan
my domain is
coffeemjeedhelp.zendesk.com
Hi Fadi! Please contact your Zendesk Account Manager to help you get started with the Social Messaging add-on.
I seem to be having a similar issue to Fiona above, except we are not getting any incoming tickets from Facebook Messenger. Under Channel Integrations > Social Messaging it says I have 0 active accounts, when I go to add Facebook Messenger it redirects me to Channels > Facebook, but there is no 'Enable Private Messages' section which is the only way the support article describes enabling private messages. What am I missing here?
I am having the same exact problem as Michael. This isn't working for me at all and there is nothing that is appearing in the messages section. While it's supposed to be seamless, I feel it's falling short here.
Zendesk currently only supports Public comments and replies but all private comments have been moved to the Social Messaging Add-On.
This is included in Zendesk Support Suite, but an optional add-on for all other instance.
You can contact your Sales Rep. to get it enabled or added to your subscription.
cannot add new account in trial free
Hey Max,
You need the social messaging add-on to be able to add a new social channel. If this is something you're interested in, I'd be happy to get you in touch with your account manager to discuss further.
Let me know!
I have succesfully instaled the social messaging add-on but still cannot:
1. see any incoming messages
2. add any other new channel
what am I doing wrong?
Hi Katarzyna Rudnicka-Kuśnierz,
You will need to purchase the Social Messenger Add-on for it to work as simply downloading the Social Messenger App is not sufficient.
You can find the overview of Add-ons here: https://support.zendesk.com/hc/en-us/articles/217547487
#helpsome regards,
Robert Wiesemborski
Zendesk Consultant @ helphouse.io
Hey Piyapatr,
You'd need to be on a paid plan to have access to the social messaging add-on.
Let us know if you have any other questions!
Did you enforce new limitations on the Enterprise plan?
I got an email that one Twitter page needs to be re-authorized when doing that I received the following error.
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