Instagram Direct Messaging

Answered

15 Comments

  • Nicole - Community Manager
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    Hi Luke -

    The Facebook integration does not support Instagram DM's. Zendesk doesn't have any kind of Instragram integration at this stage.

    Your best bet is to try one of the apps developed by our partners: https://www.zendesk.com/apps/support/instagramer/ or https://www.zendesk.com/apps/support/instagram-channel/

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  • Daniil
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    Hey! I see that too :) Direct messages from instagram now in Facebook. How i can get it in my zendesk? 

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  • Luke Hutchings
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    Ahh gotcha. Thanks for the info! I will definitely check these apps out. 

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  • Luke Hutchings
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    Is the Instagramer app safe to use? 

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  • Devan
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    Hello Luke,

    Yes, it should be safe. We would never host an app on the Zendesk store that would pose a risk to you in any way.

    -1
  • Daniil
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    Yep. We've been using this 6 months. All right :)

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  • Luke Hutchings
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    Thank you both very much! This will prove to be very useful for us! 

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  • Jean Galli
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    Hi Luke (and Zendesk), I tried the Instagram Channel App by Helphouse.io for $39 per month 12 months ago for a few months. It worked 20% of the time and only on IG posts but not DMs. The follow up from the the company is only by email for issues and not timely.  I suggest Zendesk test out these apps which are poorly/mixed review rated and require the developer to make improvements and provide test results that the App is reliable and proven. For my company, it was a waste of our time (money), created frustrated customers when the app did not work as we did not always catch it right away. Overall: the app does not work and the client support was not quality or timely.

    I pray Zendesk will offer this as a feature directly (covering IG posts and DMs) because IG is more popular for many brands and consumers and is growing due to ecommerce capabilities (1 billion Monthly Active Users in 2020). I know ZD clients have been asking for this type of app for years. Please add it to your roadmap. 

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  • Devan
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    Hello Jean Galli

    Welcome to the Community! Like the suggestion and feedback, though, I would recommend sharing your use case on our Product Feedback forums so our devs can consider implementing these changes in a future patch. 

    Best regards. 

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  • Jean Galli
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    Yes, will do. But honestly I have provided this request to my account manager and attended several Zendesk events with your execs and they are very aware of this need. I also provided the developer direct feedback 9 months ago and also rated them on your App page.  I think it's time Zendesk update their clients because this is a very old request. 

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  • Matthew Kinneman
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    Yes, we need this connection on our end as well. 

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  • Luke Hutchings
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    Hi Jean! 

    I am sorry to hear about your troubles with the Instagram App! I definitely understand the struggles of embedding IG DMs into workflows. We have been using Instagrammer for about 8 months and have really liked it! There are some small limitations, but overall it still allows for us to treat IG DMs the same as any other channel in ZD. 

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  • Henrik Appelfeldt
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    Same here. We need it.

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  • Henrik Appelfeldt
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    I tried to install instagramer...the installation doesn't even work. I get the below error message:

    "The resource doesn't exist."

     

    I don't even want to try to install the other app mentioned since it got so low review scores

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  • Luke Hutchings
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    Hmm that is interesting, I would recommend reaching out to their support team to see why you are receiving that message. 

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