Britt Mauriss

Based on Chris Drylie's update above, we're in for at least another 1-2 years of waiting for Facebook Group functionality to make it on the product team's radar, let alone an EAP. I'm not optimistic. 

I agree, this is an essential feature that's missing from ZenDesk. I can't track whether my agents are online replying to email tickets, and Explore data has at least an hour's lag, so checking the number under Agent Updates doesn't reflect accurate ticket production either. Does anyone know of a workaround? Even a third-party app I could pay for?

At my company, Keller Williams Realty International (KWRI), the vast majority of our social engagement occurs within Facebook Groups, which are typically closed or private rather than public. Within these Groups, we have thousands of highly active customers who report issues (at least 2k posts per month) and expect a rapid response from our Support team. We're struggling to roll out an effective Social Support program because ZenDesk integration is limited to Facebook Pages. We do not want to silo Social Support from Chat, Phone and Email because our primary tool lacks basic functionality in this channel.

*Feature Request: Integrate Facebook Groups in Zendesk with the same functionality as Pages

• Additional Details - Specifically, we need to be able to automatically create tickets when new issues are reported, and be able to pull additional comments into existing tickets to track ongoing requests as needed.
• Justification - Groups are becoming increasingly important to FB's algorithm. They know that people prefer and trust content from their friends over brands, hence the reason that FB Group posts appear so frequently now in our news feeds. I strongly encourage ZenDesk to get ahead of this trend and expand functionality soon.
• Business Impact - I cannot stress enough how huge this is for KWRI. We need to meet customers where they are, and they have chosen to gather, communicate, and engage with our brand in FB Groups. We have over 60,000 Group members within our extended communities, with more joining every day. We do not see this slowing anytime soon. 

Is there a workaround that anyone knows about? Please let me know what the options are, if any. Thank you!

This would be hugely helpful for my team at Keller Williams. Our chat duration drags on much longer than it needs to because the process of ending a chat / managing the ticket adds a significant amount of time to the workflow. Please help us save time in 2020 by implementing this feature.