Can I use Instagram Direct as a channel on my trial account?

Question

I have an Instagram account that I would like to connect to my Zendesk trial account as a channel. How do I connect Instagram to Zendesk?

Answer

To use Instagram as a channel, follow these steps to make sure your Instagram account meets the requirements: Enabling and using Instagram Direct.

To use Instagram Direct, your account needs to:

• Be on Zendesk Suite or on a Support plan with the social messaging add-on.
  
• Have Zendesk Agent Workspace enabled.

If you don't see the option to add Instagram as a channel to your account, see this article: There is no option to add Instagram to my account.

Once you have connected to Instagram, ensure that your agents to respond to customers directly from the agent interface. If an agent tries to make a comment on Instagram instead of from Support, their comment to the customer won't thread to the ticket.

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.