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Full FB and Instagram integration is needed

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Louise B.

Posted Sep 18, 2023

A full integration of Facebook as well as Instagram (with all types of comments on all posts and ads) are needed for any integration to make sense, at least in our company. Our goal is to gather all customer contact in one platform: Zendesk. This is important for our productivity, as well as compliant handeling of data and logins for our agents.
But unfortunately there are way too many limitations for a full integration to make sense at this moment, and we still have to handle the majority of the customer contact on theese platforms in Meta Business Suite. 

Current limitations are..
On FB:

Comments on regular FB wall-posts after 7 days is not supported

Ads created via dynamic ads is not supported 

On Instagram

Instagram stories and comments on theese can’t be integrated
Instagram-posts and comments on theese not supported
Instagram ads, and comments on theese not supported.



I really hope these issues will be addressed as soon as possible.
Can you give any indication on how theese issues are placed on your roadmap?

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    Danielle

    Echoing Louise here, ideally we can provide full support to customers with these social integrations within Zendesk itself. Without comments on posts coming in as support tickets, this would require associates to split their time supporting customers via tickets from the Instagram Direct Channel integration and Meta Business Suite itself for comments. This is not an effective process for our team. 

    The issue with story reactions coming in as tickets, and also not being able to see the story a customer is replying to within the ticket interface, are other big limitations that would cut down on agent efficiency. This has been addressed here, but I don't see any follow-up from Zendesk support yet on potentials workarounds or fixes to this: https://support.zendesk.com/hc/en-us/community/posts/4445591860634-Trigger-and-attachment-needed-for-Instagram-Direct-stories-reactions

    Any advice or insights you can share would be helpful and very appreciated, thank you! 

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    Shawna James

    Community Product Feedback Specialist

    Hi all, thank you for providing your feedback. This has been logged for our PM team to review. 
     
    For future reference, I want to point you in the direction of our product feedback template which has been designed by community members and PM's to help users provide as detailed feedback as possible so that our teams can understand and highlight the most important aspects of your product feature request. You don't need to make any changes now but wanted to make sure you had this template for your reference for future posts! 
     
    For others who may be interested in this feature request, please show your support by upvoting the post or adding your specific use case in the comments. Thank you again for taking the time to provide us with your feedback! 

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    Chris Drylie

    Zendesk Product Manager

    We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Wednesday, February 14th, at 7:00 PM CT/ Thursday February 15th, at 12:00 PM AEST for our PM Roundtable on Posts in Social Channels.

    There will be a presentation and an open discussion on what is and isn’t working for you in this focus area of Zendesk and whats coming next in our Social Spaces. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here.

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    Chris Drylie

    Zendesk Product Manager

    Thank you so much for providing feedback on this area!In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable on Posts in Social Channels.

    Please find the deck and recording in the follow up article here. Thank you again for your feedback and for being a valuable Zendesk Customer.

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    Chris Drylie

    Zendesk Product Manager

    🚀 Exciting News: Facebook V2 Open Beta Now Available! 🚀

    We’re thrilled to announce that the open beta for our Enhanced Facebook Integration is now live, bringing powerful new features to streamline your social media management!

    🔹 What’s New in Facebook V2?

    • Extended Content Support: Respond to posts and comments over a year old, with older comments now generating tickets for better visibility.
    • Follow-Up Tickets: New comments on closed tickets automatically open a follow-up ticket, ensuring seamless interaction tracking.
    • Expanded Ad Support: Now includes boosted, flexible, and dynamic ads for a broader engagement toolkit.
    • More Page Support: Manage up to 30 Facebook pages (previously limited to 15) within Zendesk.
    • Video Post Ticketing: Video posts now generate tickets to support broader engagement options.
    • Threaded Message Support: Linked tickets for thread conversations let agents respond within threads, boosting conversation organization and response accuracy.

    If you manage fewer than 10 Facebook pages, we encourage you to sign up and explore these enhanced features! For customers with more than 10 pages, we recommend waiting for our General Availability release in early 2025, which will include an automated migration process for a smoother transition.

    👉 Sign up for the open beta here.

    Enhance your team’s efficiency and improve your social media engagement with Facebook V2!

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