Issue symptoms
When I try to add my Facebook account to Zendesk, Facebook Messenger isn't listed as a channel I can add. There is no option to add Facebook. How can I connect Zendesk to Facebook Messenger?
Resolution steps
Connecting your Facebook channel to Zendesk changes according to the type of account you have and the type of functionality you want to integrate.
Public messages, such as Facebook Wall posts and comments | Follow the instructions in this article: Setting up your public Facebook channel. |
Private messages from Facebook Messenger | Depends on your plan and if you use Zendesk Agent Workspace and the standard agent interface. Keep reading this article to find out more. |
The ability to integrate Facebook Messenger into Zendesk and have Facebook private messages creating tickets in Support depends on the plan of your account.
Find out your plan level
If you aren't sure which plan your account belongs to, go to Admin Center > Billing > Subscription. In the Product column, you can see which plan applies to your account. Alternatively, use the dropdown below to choose the subdomain of your account and open your subscription page.
Suite plan | ![]() |
Non-Suite plan | ![]() |
Confirm your account is connected to Facebook Messenger
To check if your Zendesk account is successfully connected to Facebook Messenger, create a view to monitor the flow of Facebook tickets.
To create the view
- Add a new view.
- Enter a Title for the view, for example, "Facebook messages".
- Under Tickets must meet all of these conditions to appear in the view, add:
- Status | Less than | Solved
-
Channel | Is | Facebook Messenger
-
Send a private message to your Facebook page.
- Go back to the Support interface and open the view you just created. If you don't see the view on the list, reorder your views to move it up its position.
You should see the ticket on the view.
Additional resources
For articles about related issues or questions, see:
0 Comments
Please sign in to leave a comment.