Adding Facebook Messenger channels to the Zendesk Agent Workspace

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12 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Wanted to drop an update about being able to distinguish between social messaging channels. 

    We have rolled out support to associate brand with a social messaging integration. For instance, we can assign brand A to FB page X. In order to route all messaging tickets from FB page X to certain group of agents, we can setup Support Triggers with -

    If Ticket is Created and Brand is A, then set Group

    - Prakruti

     

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  • Smagghe, Benoit

    Hi,

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Do you have any tips for that ?

    Thanks !

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Benoit, 

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Being able to distinguish between multiple integrations of the same channel within the same brand is not possible at the moment. Addressing it is on this year's roadmap. 

    - Prakruti

    2
  • Tom

    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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  • Óskar Ómarsson

    Just wanted to add that my organization is also waiting for Zendesk to improve the handling of multiple Facebook pages.

    It is vital for us to be able to route messages to different pages to the correct groups.

    This appears to be possible with the old way to integrate Facebook private messages to Zendesk Support, very strange that this isn't supported from the get go with this new improved method of integrating Facebook messages into Zendesk.

     

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  • Julio Cesar

    @..., you can route messages from multiple Facebook pages to differents groups by chosing a different brand for each facebook page. I don't know if this could help you, but it did help here.

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  • Óskar Ómarsson

    Thanks @... this helps.

     

    @Zendesk this sounds like this feature is a bit "undercooked" as using "Branding" feels very much like a workaround. 

    The assumption that brands and Facebook business pages have a one-to-one relationship is quite naive.

    @... how is the timeline for this?

    Best regards
    Oskar

    2
  • Vincent Baudron

    Hi guys,
    I have some concerns about Zendesk "solved" and Facebook "done" statuses.
    I would like that both act the same: a Zensek ticket marked as "solved" would change the Facebook status to "done" and a FB ticket moved to "done" would change the ZD ticket status to "solved".
    How can it be done?
    Thanks!
    Vincent

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  • Thomas D'Hoe
    Community Moderator

    Prakruti Hindia

    Do we have an update on this one? https://support.zendesk.com/hc/en-us/articles/4408835753370/comments/4408849125786

    We have a lot of customers where this is a problem because we can't route tickets based on the integration account level. Thanks

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone,

    We see that accounts setup a different social messaging profile for each of their brands. To address that, the capability to associate a social messaging integration to their brand was introduced.

    We have noted the feedback shared on this thread. Surfacing integration/business profile information for agent context and routing is on the roadmap. 

    -Prakruti

     

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  • Óskar Ómarsson

    Prakruti Hindia in your last reply, 8 months ago you stated that this was on the one year roadmap, now 8 months later you say that this feedback has been noted and this is on the roadmap. What does that mean? Are we talking about another 8 months? 24 months? Or is this yet another shortcoming of Zendesk that you are just not going to address at all?

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  • Elena

    Hello everyone,

    Do you know if this feature also support live chat with Facebook chat plugin (in my website) ?

    Thank you

    0

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