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The ability to add Facebook Direct Message conversations as tickets is the next logical refinement in our integration with Facebook. Many of you have also requested that we build that. Starting today, we've added that ability to Zoho Desk.
The following are three things you need to know about this integration.
1. Automatic Ticket Creation: All the Direct Messages your team receives on Facebook can be automatically created as tickets on your Zoho Desk account.
2. Routing and Assignment: These tickets can then be routed to an appropriate department within Zoho Desk and assigned to an agent automatically.
3. Grouping Conversations: Your conversations with customers can be automatically grouped into tickets at regular intervals. You can choose the time intervals at which to do this grouping. So all your conversations will be neatly organized into tickets.
For step-by-step instructions on how to set this up, you can head over to this page.
Try this integration out and let us know what you think in the comments section below.
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