Setting up your Facebook Channel - Zoho Desk Knowledgebase

Setting up your Facebook Channel

The Facebook channel in Zoho Desk allows your customers to submit their support tickets using Facebook. Your agents can view, respond or convert the Facebook Page posts into tickets from within your help desk. The agent's response is added as a comment to the Facebook post. Also, when your customers leave a comment on the Page post, the comment is added to the ticket in Zoho Desk.

In addition to Page posts, you can configure your Facebook channel to convert Direct Messages into tickets. Direct Messages allows your customers to engage in a private conversation with agents. They also come handy when agents need specific information about customers to resolve their issues. For example, an order number or address.


Note:
  • Only users with Profile permission for managing Support Channels [Social] can access this feature.
  • It is recommended that you use your official Facebook account for authentication and to use this feature.
  • You cannot configure Facebook Business accounts in Zoho Desk. However, you can create and manage a Facebook Page from your personal account.
  • You cannot view or convert Facebook Wall Posts into tickets.

Configuring the Facebook Channel
You must add your Facebook account to monitor the posts and comment from within Zoho Desk.
To set up your Facebook channel:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Facebook under Channels.
  3. In the Facebook Integration page, click Configure Facebook Account.
  4. Enter your Facebook credentials, if you are not already logged in.
  5. Grant the various permissions when prompted.
Your Facebook account will be added to Zoho Desk. Please note that you must have at least one Facebook page to set up the integration.

Actions under the Social Tab
After setting up the Facebook channel, your agents can:
  • View and respond to Page posts under the Social tab. The agent's response is added as a comment to the Facebook post. 
  • Monitor more than one Facebook Page within Zoho Desk. They need to toggle simply between the Pages to track their respective posts.
  • Convert a Page post into a ticket. When they create a ticket, the Facebook user will be added as a contact in your Zoho Desk.
  • Click the Show Ticket link to view the ticket created from a Facebook post.

Auto-converting Posts into Tickets
Zoho Desk allows you to auto-convert the Facebook Page posts into tickets. You can choose to convert all Page posts into tickets or only those matching the specified keywords. 
To enable auto-convert:
  1. Go to Setup > Channel > Facebook.
  2. In the Facebook Integration page, click the Facebook Account Name.
  3. Enter the Search Keywords separated by, comma.
    Ignore this step if you'd like to convert all of your Page posts into tickets.
  4. Check the Capture Page Posts as Tickets option.
  5. Select the Facebook Pages for converting their posts into tickets.
    You can choose to capture all posts or only those that matches with your search keywords specified in Step 3.
  6. Click Save.
If you have more than one active department, you can route the posts from a Facebook Page to the appropriate department. You can also choose to capture Page posts as tickets in a particular department when they do not match the specified keywords.

Auto-converting Direct Messages into Tickets
You can auto-convert the Facebook Direct Messages into tickets. While setting this up, you must specify the Append Duration, i.e., for how long should consecutive messages be threaded under a ticket before creating a new one. For example, if you set it as 'Always,' consecutive messages from a customer are threaded under the same ticket.
To enable auto-convert:
  1. Go to Setup > Channel > Facebook.
  2. In the Facebook Integration page, click the Facebook Account Name.
  3. Check the Capture Direct Messages as Tickets option.
  4. Select a Facebook Page and specify the department where you wish to capture the messages as tickets.
    Also, specify the Append Duration. You can select from Always, Never, 12 Hours, 1 Day, 2 Days, 3 Days, 1 Week, 2 Weeks, 1 Month and 2 Months.
  5. Click Save.

Adding Facebook User to a Contact
You can add Facebook users to contacts so that you could view the complete history of their tickets in Zoho Desk. This way, you can gain intelligence that is required before you respond to them on Facebook. Also, it will help you to move the conversation to a more formal channel like email.
To add a Facebook user:
  1. Click the Customers module. 
  2. In the Contacts List page, hover your mouse pointer and click the Edit icon (  ) corresponding to the contact.
  3. In the Edit Contact page, click the Search icon (  ) in the Facebook field.
  4. Select a Facebook user from the list.
    You can use the search option to locate a specific user.
  5. Click Add to associate the user with the contact.
  6. Click Save.

Facebook Reauthorization
There are instances when Zoho Desk fails to connect with your Facebook account. The most common reasons are changing the password for your Facebook account or choosing the option “Log me out of all devices” after a password change. Facebook may also require you to reauthorize your account due to a security update or an error in their platform. 

Zoho Desk will duly notify you about the deauthorized Facebook account within the product. You can visit the Facebook Integration page under Setup, and click Reauthorize corresponding to the Facebook account.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION










                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • Setting up the Social Module

                                                                                                        Setting up Social module Zoho Desk's Social module offers a complete solution for streamlining user's social media management and improving the overall organization of their social accounts. In the Social module, social media accounts are ...
                                                                                                      • Setting up Google Chat Integration

                                                                                                        Google Chat is a real-time messaging and collaboration platform, designed to facilitate communication and teamwork among individuals and groups. It is a useful tool for both personal and professional use. Once integrated with Desk, users can perform ...
                                                                                                      • FAQs: Channels

                                                                                                        Can I configure more than one social media (Twitter/Facebook/Instagram) account? Yes, you can configure more than one Facebook, Twitter, or Instagram account in Zoho Desk. You can also add multiple pages from different Facebook, Instagram, and ...
                                                                                                      • Setting up Microsoft Teams Integration

                                                                                                        Microsoft Teams is an all-in-one hub that allows a group of people to communicate and collaborate in a single workspace. Once integrated with Zoho Desk, users can perform all customer ticket management processes within MS teams platform. You can also ...
                                                                                                      • Setting up Zoho Meeting Integration with Zoho Desk

                                                                                                        Delivering exceptional customer support requires a delicate balance between responsiveness and efficiency. One challenge that customer support teams often encounter is switching between applications while handling tickets and maintaining the context ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources