You can add buttons to your email notification templates to help your customers discover and connect to your social media channels. These buttons, which link to your Facebook, WhatsApp, or Instagram channels, are added to the signature at the bottom of every customer-facing email:
If your account meets these requirements, adding the social media buttons is a simple process.
Social messaging buttons are added to email templates on a per-brand basis, so you’ll need to perform the steps below for each brand you want to add the buttons to.
We recommend enabling your social messaging channels in the Agent Workspace before implementing this feature, so you can accept and respond to support requests sent through those channels. Without social messaging enabled, these buttons will add links to your social media pages, but no ticketing functionality.
To add social messaging buttons to a brand’s email templates
- In Admin Center, click the Account icon (
) in the sidebar, then select Brand management > Brands. - Expand the brand you want to update.
- In the Social buttons section at the bottom of the brand’s management page, click to enable the social media buttons you want to add to the email template.
- Enter the link to each social channel you’re enabling.
- Click Save changes.
The buttons are immediately included in any new end user-targeted email notifications for that brand:
15 Comments
Will we see a Twitter button added to this?
This doesn't seem to be working for me. Do you have to add all 3 channels ? As we only use facebook.
Hey, @..., great question! Right now, we don't have support for a Twitter button, but I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Hey @...! You do not need to add all 3 channels in order for this to work. The buttons will only show in your email if you have the {{footer}} included in your HTML email template. For more information about editing your HTML email template, check out this article: Customizing templates for your email notifications
Hi Sabra, I have the same issue where the icon is not showing. May I know what will need to be inserted in the {{footer}}? thanks!
Hey Stephanie! You just need to include the {{footer}} placeholder in your HTML template as shown below -- nothing else is needed 😊
Thanks Sabra, in this case, I have already done both steps (adding the footer placeholder to the HTML template and updating the social buttons of Brands) and buttons still did not show up on emails. Please advise.
Hi Sabra, It's working now thanks!
can we add Facebook, Instagram as well as Yelp. on our Footer?
Hi Leo Medalla! Facebook Messenger and Instagram are available options there, however Yelp is not something that we have available.
Can we add google and apple app icons/links ?
Can the email ticket be solved if customers reached out using the social media buttons? Otherwise, we will be doubling the work to serve one customer. Thanks
Hi Ashley Yau,
The purpose of the social media buttons in your emails is just to provide a redirect link to your social media pages. It won't automatically create a ticket & they'd have to reach out to you like any other ticket. There's no option at the moment to know how they got to your Facebook/Instagram or Whatsapp page.
Is there a way to change the copy from "Message us on..." to "Follow us on...."? It seems silly to tell a customer to message us on a different channel and cause duplicate tickets. We've seen some duplicate tickets and some confusion caused by this.
It is not possible to modify that message natively in Zendesk. I will recommend leaving your feedback with your use case. We value your opinion, and the product owner will review this feedback for future implementations.
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