Installing and setting up social messaging channels (standard agent interface)

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18 Comments

  • Brett Bowser
    Zendesk Community Manager

    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!

    0
  • Andreas Schuster

    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.

    0
  • Crystal Deragisch

    Hi I'm trying to install Facebook Messaging... but it keeps telling me I need to install social messaging, which i've installed already.

     

     I've tried following both sets of steps (the zendesk workspace and old version) and no luck...am I missing something? I'm no longer on a trial, I just paid for a Team account.

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @... did you buy Suite Team or Support Team?

    1
  • Crystal Deragisch

    I believe we are Support Team.

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @...

    This is the article for Support Team. Unfortunately only public Facebook messages are supported and not private Facebook Messenger messages. 

    We'll try to clarify that in this article, so other users aren't confused as well. 

    0
  • Crystal Deragisch

    Thanks Jennifer, I'll be honest I don't even know what a public facebook message is. Are those comments? I tried to set up comments as well and that also wouldn't save. I guess I'll contact support and see if they can help, thanks.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Yea, it'd be any public wall posts and comments on one Facebook page, but not any private messages sent directly to you through Facebook Messenger. And multiple FB pages is not supported. 

    Hopefully support can help you get it set up. Good luck!

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  • Tomas Vaitkevicius

    Please have a look at the article below and vote if you also have a demand to expand Facebook Pages integration.

    https://support.zendesk.com/hc/en-us/community/posts/1260804078669-Expand-the-limit-of-Facebook-Pages-integration

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  • Jennifer Jackson - Admin

    Will you be allowing more than 5 Twitter accounts? We have over 40 brands and would like to connect all of our brand accounts to ZenDesk so our customer service team can assist our customers.

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  • Beau P.
    Zendesk Customer Care

    Hello Jennifer,

    5 is indeed the maximum number of handles linkable per Zendesk instance, so integration with handles in excess of this number would require additional instances to support.

    Beau | Customer Advocate

    Ask our Zendesk Community

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  • Glenn Barcebal

    Can we use this to intergrate the Facebook messenger of a personal account (not a Facebook page)?

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  • Beau P.
    Zendesk Customer Care

    Hello Francisco,

    Plan requirements are as follows:
    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.

    Additional details on can be found here: https://support.zendesk.com/hc/en-us/articles/203661556-Setting-up-your-Facebook-channel-standard-agent-interface-

    Glenn, to your question, it is not presently possible to integrate personal Facebook accounts with our platform, only pages.

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Admin Godrinks

    Already Install this APPS

    but i cant see this apps at channel Integrations.

    Any quick solutions? Or should I wait weeks or months for this to be resolved?

     

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  • Henning Benum

    Is this integration still necessary? I've set up and tested FB messaging on my account without using it. 

    Edit.: To answer my own question, it seems that the Social Messaging integration is being removed https://support.zendesk.com/hc/en-us/articles/4408824766618-Removal-of-the-Zendesk-Social-Messaging-App 

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Henning,
     
    Thank you for reaching out to Zendesk Support.
     
    If you have already enabled Agent Workspace, then you don't need to follow this article since this only refers to the standard agent interface, (Agent workspace disabled). 
     
    If you're using Agent Workspace then you should migrate all your social messaging to the Agent Workspace interface.
     
    Thank you and have a wonderful day ahead!
     
     
     
    Kind regards,
    0
  • Tahsim Ahmed

    Hi @..., Beau P. or Jennifer Rowe

    Is there a way to populate tickets based on mentions of our company in social media?

    Ie. Someone mentions or tweets 'Company_Name' on Twitter either as a tag or a string mention

    Before Zendesk, I would have searched for these myself, but is there a way to have those instead become tickets that get populated?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Tahsim, 
     
    You can do this for Twitter -- see Setting up your public Twitter channel
    0

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