Setting up the Revamped Social Module in Zoho Desk

Setting up the Revamped Social Module

Introduction

The revamped Social module in Zoho Desk simplifies social media management and ensures better organization of your social accounts by introducing significant improvements. For starters, earlier, Facebook pages and Twitter handles used to be distinct entities in the Social module. Different social media accounts of a brand/organization were not organized in a single unit. This area has been addressed in the revamped module, wherein social media accounts are grouped into organizing units called brands. A portal can have multiple brands but each brand can have only one Facebook page, one Instagram page, and one Twitter handle linked to it. You can create brands in Zoho Desk or import existing brands from Zoho Social.

You can view the social media feed of your brand/organization from the brand page and either automatically or manually convert posts, messages, and @mentions into tickets.

Creating a Brand

As mentioned earlier, brands play an integral role in the revamped Social module. A brand is the fundamental unit under which you can manage the Facebook page and Twitter handle of a brand/an organization. 

To create a brand, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The opening page of the revamped Social module appears.
  3. Click the Get Started button. 

    The brand creation preferences page appears.
  4. Click the Create button. 

    The Create Brand page appears. 
  5. On this page, enter the following details:
    • Name: Name of the brand
    • Department to Associate: Department to link to the brand. You can link a single department to a single brand or link all departments to a single brand. 
    • Description: A short description of the brand

  6. Click Save.
    The brand listing page appears. The brand you created is displayed here.

After creating a brand, you can proceed with linking your social media accounts to the brand. 

Linking a Facebook Page to a Brand

To link a Facebook page to your brand, perform the following steps:
  1. On the panel for the brand you created, click the + symbol next to Facebook

    The Log in to Facebook window opens. 
  2. Enter the credentials of the Facebook account connected to the page you want to link. Then, click Log In

    The list of Facebook pages created or administered by the account appears. 
  3. Click the name of the page you want to link and click the Link Page button. 

    The page is linked to your brand and the individual detail screen of your Facebook page appears.
  4. Under Auto-Conversion Settings, select the ticket conversion options required and click Save

    For more information on auto-conversion settings, click here

  5. Click View Feed to access the posts and private messages fetched from the Facebook page you linked.
Sometimes, you might not be able to link a page to your brand. When such a case arises, hover over the question mark icon that appears next to the name of the page. A tooltip appears, explaining why the page cannot be linked. Based on the reason in the explanation, perform the changes required in Facebook and try linking the page again in Zoho Desk.

Linking a Twitter Handle to a Brand

To link a Twitter handle to your brand, perform the following steps:
  1. On the panel for the brand you created, click the + symbol next to Twitter

    The Twitter / Authorize an application window opens.
  2. Enter the login credentials of the Twitter handle you want to link and click the Authorize app button. 

    The handle is linked to your brand. 
  3. Click Done.
    The individual detail screen of the Twitter handle appears. 
  4. Under Auto-Conversion Settings, select the ticket conversion options required and click Save
    For more information on auto-conversion settings, click here.
  5. Click View Feed to access the tweets, @mentions, and direct messages from the Twitter handle you linked.

Linking an Instagram account to a brand

To link an Instagram account to your brand, perform the following steps:
  1. On the panel for the brand you created, click the + symbol next to Instagram.

  2. The Facebook login window opens.
  3. Enter the login credentials of the Facebook/Instagram account you want to link. 

  4. Click Continue.
  5. You can continue to login using the same account or log in using another account.

  6. Click the + symbol next to the account that you want to add to your brand.

  7. Click Add Account.
    The Instagram account is now linked to your brand. The individual detail screen of your Instagram page appears.

  8.  Under Auto-Conversion Settings, select the ticket conversion options required and click Save
  9. For more information on auto-conversion settings, click here.
  10. Click View Feed to access the posts, stories, and direct messages from the Instagram account you linked.

Importing a Brand from Zoho Social

If you already use Zoho Social to manage your social media accounts, you have the option of importing those brands into the revamped Social module in Zoho Desk.

If there are no other brands in the Social module and you want to import existing ones from Zoho Social, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The opening page of the revamped Social module appears.
  3. Click the Get Started button. 
    The brand creation preferences page appears. 
  4. On this page, click the Import button. 
    The Choose Brands to Import page appears.
  5. Hover over the brand you want to import and click the selection checkbox on the upper-right side of the brand panel. 
  6. Then, on the upper-right side of your Zoho Desk screen, click the Import button. The brand is imported into Zoho Desk.

If there are other brands in the Social module and you want to import existing ones from Zoho Social, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The brands listing page appears. 
  3. On the upper-right side of this page, click the Import Brand button.

    The Choose Brands to Import page appears.
  4. Hover over the brand you want to import and click the selection checkbox on the upper-right side of the brand panel. 

  5. Then, on the upper-right side of your Zoho Desk screen, click the Import button.
    The brand is imported into Zoho Desk.


Editing Details of a Brand

To edit details of a brand, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The brands listing page appears.
  3. Hover over the brand whose details you want to edit. 
    The Delete Brand and Edit Brand icons appear. 
  4. Click the Edit Brand icon.
     
    The Edit Brand page appears. 
  5. Make the necessary changes. 

  6. Click Save.
    The changes are updated in the brand.

Disconnecting a Social Media Account from a Brand

To disconnect a social media account from your brand, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The brands listing page appears.
  3. Hover over the social media account you want to disconnect.
    The Settings and Delete icons appear on the right side. 
  4. Click the Delete icon. 

    A confirmation message appears. 
  5. Click Disconnect. 

    The social media account is disconnected from your brand.

Deleting a Brand

To delete a brand from the Social module, perform the following steps:
  1. On the upper-right side of your Zoho Desk window, click the Setup icon. 
  2. On the Setup landing page, under Channels, click Social
    The brands listing page appears.
  3. Hover over the brand you want to delete. 
    The Delete Brand and Edit Brand icons appear. 
  4. Click the Delete Brand icon.
     
    A confirmation message appears. 
  5. Click Delete

    The brand is deleted. 
Only brands created in the Social module will be permanently deleted from Zoho Desk. If you delete a brand that was originally imported from Zoho Social, it will be delinked from your Zoho Desk portal and stop appearing in the Social module. To permanently delete the brand, you must follow the brand deletion process flow in Zoho Social. 

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