All Zendesk Suite and Zendesk Support customers can add at least one Facebook account so that public messages, such as Facebook Wall posts and comments, become tickets. Your agents will be able to see and respond to these tickets, just like any other ticket.
Additionally, Zendesk Suite customers can add multiple Facebook Pages and receive public and private messages from those accounts.
| Zendesk Support plans | One Facebook Page with public messages only. Private messages are not supported. |
| Zendesk Suite plans | Up to 15 Facebook Pages with public and private messages. |
This article describes adding a Facebook channel for public messaging with your customers. To set up Facebook Messenger for private messaging with your customers, see Adding Facebook Messenger channels. You must be an administrator to add a Facebook account.
This article includes the following sections:
How the public Facebook channel works
The public 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.
After you add a Facebook account to Support, Support monitors messaging activity on the Facebook account. Each new Wall post (a public message) on the Facebook account becomes a ticket in Support. On Zendesk Suite plans, private messages sent to the Facebook account through Facebook Messenger will also become tickets.
Facebook limits how Pages can communicate publicly and privately with users. For example, if you receive a ticket from a Wall post, when you reply in the ticket, your response is added as a comment to that Wall post. If you receive a ticket from a private message, when you reply in the ticket, your response is a private message. You cannot respond to a Wall post with a private message in the ticket. Likewise, you cannot respond to a private message with a Wall post in the ticket.
- For standard wall posts, only comments received in the first week after the post will be added to the ticket. If you would like comments to create new tickets, you can enable that setting (see Updating settings for your public Facebook channel).
- Comments received after the first week are not added to the ticket, and no new ticket is created.
- If you post to your wall and the Include Wall posts authored by the Page
setting is turned on, a ticket is created. Comments are recorded in the ticket for one
year after the posting. However, if you close the ticket, comments will no longer be
recorded.
The first time you post to your wall with the setting turned on, an end-user account is created for the Facebook Page. For example, if your Facebook Page is named Mondocam Enterprises, an end-user account is created with the name Mondocam Enterprises. This account is tied to the Facebook page, and the role cannot be changed.
If the posting user is not already a user in your account, they become a new user in your account. If your channel has multiple Facebook Pages and a new user posts on more than one Page, a separate user account is created for each Page on which that user posts.
An agent can respond to a Wall post by adding a public comment to the ticket in Support. 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 Support agent interface.
Here's the corresponding ticket in Support:
Setting up the public Facebook channel
You can connect a Facebook account to Zendesk so that Facebook messages become tickets, and your agents can see and respond to these tickets, just like any other ticket.
The number of Facebook accounts and the type of messaging supported by your account depend on your plan type.
| Zendesk Support plans | One Facebook Page with public messages only. Private messages are not supported. |
| Zendesk Suite plans | Up to 15 Facebook Pages with public and private messages. |
To set up your Facebook channel
-
In Admin Center, click
Channels in the sidebar, then select Messaging and social > Facebook
Pages.
- Click the Add your first Facebook Page link. If you already have a Facebook Page, click add new Page.
- Enter your Facebook credentials if you are not already logged in.
- When asked, be sure to grant Zendesk access to your account.
- In the Add Facebook Pages to your account window, locate the Page you want to add, and choose the default permissions that Zendesk has to your Facebook Page. If you change any of these permissions, the connection between Facebook and Zendesk might not work properly.
- Click Add for the Facebook Page you'd like to link to your Zendesk.
- If your plan supports multiple Facebook Pages, click Add beside another Page
if you want to add it. Otherwise, you can close the window.
You'll want to edit the account's settings to control how messages to this account are handled. If you need help troubleshooting your Facebook channel, see Troubleshooting issues with your Facebook channel.
Updating settings for your public Facebook channel
After you've set up your Facebook channel, you'll need to edit and confirm settings for any Facebook Page you've added. You won't see all of the settings listed in this section if your account does not support private messaging.
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Facebook
Pages.
- Click Edit beside the Facebook Page you'd like to edit settings for.
- Change any of the following settings:
- Include Wall posts section automatically converts Wall posts to tickets.
- Comments on a post are added to the same ticket adds responses on Wall posts as replies to the Wall post's ticket.
- Comments on a post create new tickets adds responses on Wall posts as new tickets.
- Include hidden posts enables you to review posts that haven't been approved by the Page as tickets.
- Include Wall posts authored by the Page converts posts by the Facebook Page owner to tickets, and also converts user comments on the posts to tickets. If this setting is not enabled, Support won't create a ticket when an end user comments on a Page owner's Wall post.
- Include unpublished posts lets you review unpublished posts (also known as dark posts) as tickets. This will also allow Facebook ads to convert to tickets.
- Include private messages converts private messages to tickets.
- Click Update Page settings.
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 (Zendesk Suite plans only)
On Zendesk Suite plans, you can monitor up to 15 Facebook Pages from your Support account. You can add additional Pages, up to the limit, at any time.
Keep in mind that Facebook still limits 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.
Also, keep in mind that if a new user posts on more than one Page, a separate user account is created for each Page on which that user posts.
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Facebook
Pages.
- Click add new Page.
- Enter your Facebook credentials if you are not already logged in.
- In the Add Facebook Pages dialog, select Import recent activity to create tickets from existing messages or posts. Zendesk will import the last week of activity (up to 250 tickets).
- Click Add beside the Page you'd like to add.
The Facebook Page appears in the Facebook Channel page.
Managing Facebook tickets with business rules
-
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 X (formerly Twitter) and channel integrations like Google Play.