If you are using the legacy Social Messaging App, you will need to migrate to Zendesk Agent Workspace and use the improved social messaging experience, as outlined in this announcement.
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
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
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 Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
- Click Marketplace at the top of the page and search for Social Messaging, then click Install.
- Follow the on-screen instructions, then click Install to complete the installation.
In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support 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
- In Admin Center, click Apps and integrations in the sidebar, then select Apps > Channel apps.
- 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 and LINE If you choose WhatApp or LINE, 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 channel.
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.
Note: After you complete the steps in this procedure, you manage Facebook and Twitter accounts in the Admin Center, from Channels > Messaging and social > Facebook Pages and Channels > Messaging and social > Twitter Accounts.
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.
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.
Hi @... did you buy Suite Team or Support Team?
I believe we are Support Team.
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.
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.
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!
Please have a look at the article below and vote if you also have a demand to expand Facebook Pages integration.
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.
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
Can we use this to intergrate the Facebook messenger of a personal account (not a Facebook page)?
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
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?
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
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!
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?
You can do this for Twitter -- see Setting up your public Twitter channel
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