The Zendesk Facebook channel enables customers to make support
requests using Facebook, and it enables your agents to see and respond
to customer Wall posts (Timeline) and comments from within your help
desk.
Starter plans can add one Facebook Page to your Facebook channel, and Plus+ and Enterprise plans can add two Pages. You have to be an administrator (or have appropriate role permissions) to set up the Facebook channel.
When you add a Facebook Page to your Facebook channel, your help desk monitors that Page. So users make Wall posts on that Page as they normally do.
And each Wall post automatically becomes a support ticket in your help desk.
When a user adds a Wall post on your Facebook page, that user becomes a new user in your help desk (if they are not already a user in your help desk) and the Wall post becomes a new ticket in your help desk. You can set up a Facebook view in your help desk to see all your Facebook tickets in one place.
Any new comments to the Wall post are added to the ticket as additional comments. Agents can respond directly to a Wall post by adding a public comment to the support ticket. The comment will also appear on the associated Facebook Wall post.
In addition to automatically converting Wall posts to tickets, you can set up your Facebook channel so that private messages sent to the Facebook Page become tickets in your help desk. This means that a user can ask a private question, and an agent can have a one-on-one conversation with the user. Users click the Message button on your Facebook Page to send a private message.
Starter plans can add one Facebook Page to your Facebook channel, and Plus+ and Enterprise plans can add two Pages. You have to be an administrator (or have appropriate role permissions) to set up the Facebook channel.
When you add a Facebook Page to your Facebook channel, your help desk monitors that Page. So users make Wall posts on that Page as they normally do.
And each Wall post automatically becomes a support ticket in your help desk.
When a user adds a Wall post on your Facebook page, that user becomes a new user in your help desk (if they are not already a user in your help desk) and the Wall post becomes a new ticket in your help desk. You can set up a Facebook view in your help desk to see all your Facebook tickets in one place.
Any new comments to the Wall post are added to the ticket as additional comments. Agents can respond directly to a Wall post by adding a public comment to the support ticket. The comment will also appear on the associated Facebook Wall post.
In addition to automatically converting Wall posts to tickets, you can set up your Facebook channel so that private messages sent to the Facebook Page become tickets in your help desk. This means that a user can ask a private question, and an agent can have a one-on-one conversation with the user. Users click the Message button on your Facebook Page to send a private message.
To set up your Facebook channel
- Open the Channels page.
- Click the Facebook channel Edit link.
- Click the You don’t have any Facebook Pages configured yet link.
- Enter your Facebook credentials, if you are not already logged in.
- Click Go to App.
- In the permissions page, click Allow.
- Click Add for the Facebook Page you’d like to link to your help desk.
- If you have multiple Pages, click Addfor another Facebook Page or close the window.The Facebook Page(s) you added appears on your Facebook Channel page. You can edit the settings now, if you’d like. By default, any Wall post is converted to a ticket, including those by the Page owner.
) in the sidebar, then select Channels.
To edit your Facebook channel settings for Wall posts and private messages
- Open the Channels page.
- Click the Facebook channel Edit link.
- Click Edit beside the Facebook Page you’d like to edit settings for.
- In the Include Wall posts section, select No if you don’t want Wall posts automatically converted to tickets. Otherwise, leave it as is.
- Deselect Include Wall posts authored by the Page if you don’t want posts by the Facebook Page owner converted to tickets.
- In the Include private messages section, select Yes if you want private messages converted to tickets.
- Click Update Page settings.
Note: If you don’t see the Message button on your Facebook Page, you need to enable it. In your Facebook Page, select Manage > Edit Page, then select Show Message button and click Save Changes.
To add another Page to your Facebook channel (Plus+ and Enterprise only)
- Open the Channels page.
- Click the Facebook channel Edit link.
- Click Add new Page.
- Enter your Facebook credentials, if you are not already logged in.
- In the Add Facebook Pages dialog box, select Import last week of Wall Posts, if you want.
- Click Addbeside the Page you’d like to add.The Facebook Page appears in Facebook Channel page.
