Introducing the Social Messaging add-on

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29 Comments

  • Tobias Hermanns

    Hi,

    i like such feature, but I`m asking me, why it´s an "APP" complex / hidden in a Top bar for important customer reply.

    I more like to see a full integration in Suite / Agent Workspace, that an Agent can devicde reply by "Mail / Chat / Whatsapp" for example.

    From "All in one Interface" and integrate Chat, this is now going to be like "Chat" in earlier phase, instead of keep it simple and similar together.

     

    Thanks.

     

    Tobias

    3
  • CS_TH

    Hi - which Support plan can this be used with? Only Professional plan ?

    0
  • Brett Bowser
    Zendesk Community Team

    @CS_TH It looks like this is available on both Support Professional and Enterprise as an add-on.

    @Tobias thanks for taking the time to share this with us!

    0
  • Polomi Batra
    Zendesk Product Manager

    Hi Tobias! Thanks for your feedback. Definitely hear you and we are already thinking about that kind of experience. Stay tuned for more updates on our side. 

    0
  • Joseph DeVenuta

    A glaring absence here is any mention of Instagram. This new social suite is very welcomed, but what is the current recommendation for handling IG customer conversations concerning both post comments and individual DMs? Thx

    0
  • Polomi Batra
    Zendesk Product Manager

    Hi Joseph! Instagram is a very popular channel for sure and we totally understand that. Once the appropriate business APIs are available for Instagram, we will definitely be looking into it.

    0
  • Elad Lebovitch

    Is this integration not included in the Essential support plan..? Or am I missing something?
    This post was actually one of the main drivers we opted to use Zendesk vs others just recently.

    I believe these sort of social integrations are quite an essential part of any businesses nowadays.
    For our business, nearly 50% of the communication and support is done through private messaging... 

    2
  • Polomi Batra
    Zendesk Product Manager

    Hi Elad, this add-on is currently available as a paid add-on for Support Professional and Enterprise plans. We will be adding it for Support Team plans soon as well. 

    0
  • Josh

    Everything is an add on now with zendesk. Mostly anything that zendesk has released in the past two years is a paid add on. Hey we released some basic email functionality called side conversations, which is basically like light agents but you gotta pay additional per month PER agent. 

    For anyone who's interested in this Social Messaging add on - it's not possible to trial it. I begged with the "sales manager" asking about trialing this product (to see if we like it, common sense, like most SaaS apps) and I guess it was pretty far fetched to ask because I got shot down.

    Secondly, I asked how come I can be a brand new customer, go to zendesk.com and register for a trial, but as a paying (long standing) customer I can't trial it without having to pay at the end of the trial even if it doesn't work for our business. I didn't get an answer to this yet. 

    I wish that zendesk would consider including some basics and give more value to the current plans than adding add-on after add-on.

    2
  • Polomi Batra
    Zendesk Product Manager

    Hi Josh! Thanks for your note. I empathize with you not being able to trial the Social Messaging add-on. Let me assure you that we are working on this. In addition, some of the channels like WhatsApp are not possible to trial given the nature of it's onboarding process (all brands must be approved by Facebook's policy team). Your sales manager, however, can share a demo we have of the new add-on which will give you an idea of how it works today. 

    0
  • CS_TH

    Polomi Batra What's the timeframe for offering the Add-on to Essential plan? We are considering moving to Freshdesk without this feature which offers it at a relatively low rate.

    0
  • Polomi Batra
    Zendesk Product Manager

    Hi CS_TH! This add-on is currently not available for the Essentials plan. We do offer free public messages on Facebook (for 1 Facebook page), Twitter (for 1 Twitter handle) on the Essentials plan still though if that is all you are looking for. The add-on brings a lot more value to businesses by giving them access to 5 of the most private messaging apps, all managed from one interface. 

    0
  • Polomi Batra
    Zendesk Product Manager

    Josh - wanted to follow up with you on the Social Messaging trial. There is a solution for this at the moment. 

    • Please note: WhatsApp is not available in the trial. 

    Hope this helps! 

    0
  • Muzammil Saya

    Hello

    I recently installed the Social Messaging Add onto my Support Team plan. However I am not getting the feeling of a "live" chat.

    Messages sent from Zendek to FB messenger - 90/120 seconds delayed

    Messengers sent from FB messenger to Zendesk - 5 seconds.

    Is anyone else experiencing the same?

    Thanks

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hi Muzammil Saya,

    I'm sorry to hear about this. Regarding how long it takes for FB chats to be converted to ZD messages and vise versa, there are a lot of factors that can affect this metric such as internet connection, either on the agent's or end-user's side, location, etc., so to be honest there is no exact answer. That said, are you experiencing this in all chats/messages?

    Hope that helps. Let us know if you have any additional questions!

    0
  • fadi

    Urgent Urgent Urgent 

     

    Hello Guys,

     

    I have a team plan, and I would like to purchase the Social Media Add-on. Unfortunate , I could not buy form my site and I have to talk with the zendesk administration to add it to my site. However, I have sent more that 10 emails about my problem and they did not response ???

    In fact, after this delay, I think I will cancel my subscription  

    My domain is coffeemjeedhelp.zendesk.com 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Fadi - 

    Since this is a public forum, we are unable to conduct sales or process payments here. I see that all of your tickets have been merged together and that you have received a response from one of our support agents. We will continue to assist you in that ticket. 

    0
  • fadi

    Hey Nicole,

    I'm just need to know how I can purchase the Social media message add-on, the link above is how to install the add-on not how to buy it ! 

    Please could you advice me ?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Fadi - 

    You have to contact your Account Exec or our sales team in order to purchase the Social Messaging add-on. 

     

    0
  • Will Brown

    This article mentions the "“Message us” button builder" for WhatsApp.

    So what does that button actually do for the user when they tap or click it?

    Can that button be embedded in a mobile app? What happens when the user taps it in that case?

    What happens when the user clicks this button if it's embedded in a web page?

    0
  • Polomi Batra
    Zendesk Product Manager

    Hi Will! Thanks for your questions - yes, the button can be embedded on your website or your mobile app. The experience on a website is that the button would take the user to WhatsApp on their desktop. And on the mobile app, it would automatically open up WhatsApp for the user (Assuming obviously that the user already uses WhatsApp). 

    Hope this helps! 

    0
  • Will Brown

    Thanks, Polomi.

    I still have a lot of questions about getting the WhatApp integration set up as part of the Social Messaging add on. I've submitted multiple support requests and haven't received any responses. The ID for the most recent request I submitted is: #5615942. Please let me know if you're able to look into this to see that someone at Zendesk can help me. As a new customer I have to say that my support experience with Zendesk (ironically) has been terrible; I'm hoping that changes soon

    0
  • Polomi Batra
    Zendesk Product Manager

    Hi Will! 

    Apologies for your experience so far. Let me try to find you via the ticket and see if I can help you out and make this experience a bit better for you :) 

    0
  • Greg Love

    Hi We are considering upgrading from our current chat app to zendesk.

    Can we integrate our FB and IG messages into ZD chats?

     

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Greg Love,

    Welcome to the Zendesk Community! So I checked with our product team and this isn't something that can be integrated as you described. I'll go ahead and share this with our mod team and see if there is anything they can share as a workaround. 

    Best regards. 

    0
  • Jane

    Hi there!

    Our team has been using the existing Facebook Page channel to reply to private messages and wall posts and it has been a great help. After the messaging merger for FB Messenger and Instagram Direct a few months ago, our Instagram messages are now appearing in our FB page's conversations, but are not transferring to Zendesk. Is this simply a limitation with the current Zendesk API, or is there a way we can reconfigure our settings to allow those messages to show up on Zendesk as well?

    Thank you!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Jane,

    We are currently working on enabling Instagram Direct for Zendesk customers. It's not generally available yet, but stay tuned!

    0
  • Ana-Alicia

    Could you recommend any add-on such as Instgrammer? https://www.zendesk.com/apps/support/instagramer/

    What is the timeline of enabling Instagram for Zendesk support channels? 

    Does it make a difference if agent workspace is enabled or not?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ana-Alicia,

    We don't have a timeline to share currently and as for the 3rd party integration, you may want to reach out to the developer directly if you have any questions.

    Additionally, social messaging should be manageable within agent workspaces as mentioned above :)

    Let us know if you have any other questions!

    0

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