Creating a branded support tab on your Facebook page

You can open up your self-service portal (knowledge base and forums) to your Facebook fans via the Facebook page tab in your integrated Facebook pages. The Freshdesk In-Sync App for Facebook lets you create a page tab on your brand page, and through it, allow users to seamlessly access your knowledge base, community forums and even create support requests from directly inside your Facebook page.

Note: Owing to changes in Facebook's API, your page should have 2000 or more fans for creating custom tabs. Existing custom tabs will remain unaffected by this change.

What it does

The support page tab is a view of your support portal served inside Facebook through an iframe. It contains the default header from your self-service portal with the navigation bar. In addition, users will be shown their recent ticket history, a list of recent solution articles and popular topics in your community forums.

How to set up your Facebook page tab

In order to activate your Facebook page tab, you have to link your Facebook account to your Freshdesk account.

• Login to your support portal as an Administrator. 
• Go to Admin > Account > Security.
• Click the toggle to enable SSL.
• Save your changes.

• Then, go to Admin > Channels > Facebook.
• A list of Facebook pages that have already been added to Freshdesk appears (if you haven't added any yet, now would be a good time to do so).

• Once you have added your Facebook page, the Settings page is displayed automatically. In case you want to use an existing page, click Edit.

• Scroll down and click on Create a Facebook Page Tab (if you haven’t enabled SSL yet, a message appears asking you to do so now).

• Enter a name for your page tab on Facebook. (By default, it will be called Support.)

• Once you're done, click on the Update button to save your changes. 

On your Facebook page:

• Once you're done, a tab pops up on the left panel of your Facebook page with the name you mentioned previously.

• Clicking on the tab would take you to the Freshdesk in-sync app for Facebook.

Please note that your users will have to authenticate themselves by signing into your support portal if they want to create a new ticket or start a forum topic.

You can open up your self-service portal (knowledge base and forums) to your Facebook fans via the Facebook page tab in your integrated Facebook pages. The Freshdesk In-Sync App for Facebook lets you create a page tab on your brand page, and through it, allows users to seamlessly access your knowledge base, community forums and even create support requests from directly inside your Facebook page.

Note: Owing to changes in Facebook's API, your page should have 2000 or more fans for creating custom tabs. Existing custom tabs will remain unaffected by this change.

What it does:

The support page tab is a view of your support portal served inside Facebook through an iframe. It contains the default header from your self-service portal with the navigation bar. In addition, users will be shown their recent ticket history, a list of recent solution articles and popular topics in your community forums.

Quick guide to set up your Facebook page tab:

In order to activate your Facebook page tab, you have to link your Facebook account to your Freshdesk account. Please note that you must be on the Estate plan to use this feature.

• Login to your support portal as an administrator. 
• Go to Admin > Account > Security.
• Hit the toggle to enable SSL.
• Save your changes.

• Go back to the Admin page.
• Click on the Facebook icon.

• A list of Facebook pages that have already been added to Freshdesk appears (if you haven't added any yet, now would be a good time to do so).

• Once you have added your Facebook page, the Settings page is displayed automatically. In case you want to use an existing page, click on the Edit button.

• Scroll down and click on the Create a Facebook Page Tab link (if you haven’t enabled SSL yet, a message appears asking you to do so now).

• Click on the Create a Page Tab link and provide a name for your page tab in Facebook. By default, this text box will contain 'Support'.

• Once you're done, click on the Update button to save your changes. 

On your Facebook page:

• Once you're done, a tab crops up on the left panel of your Facebook page with the name you mentioned previously.

• Clicking on the tab would take you to the Freshdesk in-sync app for Facebook.

Please note that your users will have to authenticate themselves, by signing into your support portal, if they want to create a new ticket or start a forum topic.