Feature Request: Integrate Facebook Groups with ZenDesk
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!
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+1 for this integration. We also use a lot Facebook groups
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noted
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Our use case is very similar to OP. This is a much needed integration.
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+1 for this integration. Facebook groups are very important for us
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Yes!! Please integrate with Facebook Groups. Our company's vast majority of social engagements are also on Facebook groups
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+1 yes, please integrate Facebook Groups!
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+1 yes pls, integration with fb user groups is much needed
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+1 yes, any update on this integration?
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I would also like to see this integration. Thanks!
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+1 Please give us Facebook Group integration! :-D
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Yes, You are right Britt. This is required the integration of Facebook groups with Zendesk. It helps to resolve the query related to Facebook.
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+1 on this, most of our power users are in the FB Group
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Just a reminder – don't forget to upvote the post at the top!
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Hi Everyone,
This is a great suggestion, we are currently reviewing our social platform support and I would love to get in touch with some of you to go over this use-case and have a conversation about your social media needs.
If you would be interested in starting a conversation, please feel free to reply here. -
Chris Drylie, I am interested.
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Chris Drylie, I have customers who are also interested in integrating with Facebook Groups. Please can you contact me in this regard?
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Hi there!
We are interesting also in an integration with Facebook groups.
The goal would be to create tickets automatically from a Facebook group post, like it is the case with the Facebook pages and Facebook Messenger from pages.
Best,
Sébastien -
+100 to this request. We use a Facebook Group that is a very, very active community of current customers of our business. As the group gets more and more interactive, it is less and less scalable to leave ZD to answer posts, comments and msgs from the Group. We have our business page integrated with ZD, so we can manage half of our social media through the ZD integration, but the engagement of our Facebook Group far outscales the engagement we have on our official Facebook Business page.
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Chris Drylie is there any update on this?
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