Introducing Instagram Direct Messages in the Social Module

Introducing Instagram Direct Messages in the Social Module

Hello all,
We are excited to announce that the Instagram Direct Message functionality is officially up and running in Zoho Desk. It’s now easy to view and respond to end users' messages and convert them into support tickets right from the Social module.
With over half the world’s population using social media platforms, like Facebook, Instagram, and Twitter, they're an ideal place to reach out to new and potential clients. Businesses can engage actively on these channels to promote business growth, sales, and client loyalty, and build a better relationship with customers. 
To provide seamless access to Instagram direct messages from customers, we have created a Direct Messages tab within the Social module in Zoho Desk.
Benefits of the Direct Messages tab:
  • Quick, one-on-one, business-to-consumer communication.
  • Instant resolution of customer questions and issues.
  • Easy access to messages. Agents can receive and respond to messages right from the Social module.
  • Option to convert messages to tickets automatically or manually. 

  • Option to convert posts or messages with specific keywords into tickets. For example, messages that contain words, like "payment issues" or "return" can be converted into tickets so that agents can quickly resolve the issues. 

Availability: The Instagram DMs tab will be available in all paid editions of Zoho Desk. 

Instagram Direct Message  

In addition to Facebook/Twitter/Instagram feeds and Facebook/Twitter direct messages, we now provide the option to view Instagram Direct Messages within the Social module. 

Besides viewing your Instagram posts, now you can,
  1. Receive and respond to end users' messages from the Desk's Social module.

  2. Automatically or manually convert messages into support tickets. 

Refer to our help doc for more details about configuration -> Support Article.


Try out Instagram direct messages in the Social tab and comment with your feedback.


As always, let us know if there’s anything we can do to make your experience with Zoho Desk better. Your feedback is always appreciated!


Thanks for using Zoho Desk.

Have a great day!


Varsha P

            Zoho Marketing Automation
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