Adding and configuring the Instagram Direct channel



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Aimee Spanier

Zendesk Documentation Team

Edited Mar 25, 2025


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105 comments

Hi Daniel!
 
Facebook and IG Reels integration is not on the product roadmap because Reels is not available via the Facebook and Instagram API at this time.
 
Our Product Managers are constantly reviewing feedback posted here in our community forum and hopefully, this is something that can be added in the future once Reels via Facebook and Instagram API becomes available. Thanks for understanding!

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Re

Instagram Direct supports direct messages, story replies, and story mentions. It does not support comments.

No mention of Reels comments or mentions.

Does "does not support comments", includes comments on Reels? Does the Instagram channel support reel mentions?

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Hi Fiona,

Instagram integrations support incoming images from end-users and they should attach to the ticket. May I ask if you are still experiencing this issue? If so, could you please try to uninstall and reinstall integration then send a test message, and please let us know by raising a ticket to our support team directly if the issue persists so we can take a closer look?

Option 2: Contacting Zendesk Customer Support from within your product

Thanks,
Christine

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We have been using this for a couple of weeks but have noticed that if someone sends us an attachment (or photo), it doesn't show in Zendesk - only the message does. Is this right? It's a bit annoying as we need to look at the photo in the native Instagram app... 

Thanks

Fiona

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It would be great if the Instagram username was pulled into Contacts the way it is with Twitter DMs

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Hi Rocío, thanks for writing in. 
 
Would be okay to continue in English? Currently, there is no CSAT yet with the native Instagram integration in the Social Messaging channels as described here: About CSAT ratings in messaging. While using the native IG integration you can use the placeholder to send a survey manually via a placeholder
 
However, if you are using a third-party Instagram integration from our partner. You can contact them instead if they have CSAT for Instagram direct tickets. We saw this sample CSAT from OApps - https://zendesk.oapps.io/hc/en-us/articles/360020144400-How-to-request-CSAT-
 
Thank you!

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Hola, ¿cómo puedo enviar CSAT por Instagram DM?

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Muchas Gracias por tu respuesta. Si configuro con los pasos indicados para tener los mensajes privados ¿No interfiere en lo que actualmente esta configurado para los mensajes públicos de IG que tengo a través de la app de marketplace, no? y otra duda ¿Sabemos cuando estara disponible tener los mensajes púlicos directamente con zendesk sin una app externa?  Gracias

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¡Hola Rocío, muchas gracias por tu pregunta!

En efecto, la integración explicada en este artículo es para poder conectar su cuenta de Instagram directamente con Zendesk, y sin necesidad de aplicación de terceros. 

Ahora, es muy importante tener en cuenta que esta integración funciona exclusivamente con Instagram Direct. Esto quiere decir que solo serán tickets de los mensajes privados de Instagram. 

Si desea mantener la creación de tickets con respecto a los comentarios y/o posts de Instagram, todavía sería necesario utilizar alguna de las aplicaciones de terceros encontradas en el Marketplace. 

¡Espero que esto haya sido de ayuda!

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Buenos días, actualmente dispongo de una app de IG a través de marketplace zendesk, y por lo que he oido ya tienen la API ¿Los pasos de arriba son para integrarlo directamente con zendesk sin aplicación de terceros? Muchas Gracias

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