You can add one Facebook brand page to your Freshdesk account if you're on the Sprout plan and unlimited Facebook pages from Blossom onwards, and manage these social conversations right from your helpdesk. You can even take your support conversations under the radar, by talking to your customers on Facebook Messenger right from within Freshdesk.
How to add your Facebook page to Freshdesk
- Login to your support portal as an Administrator.
- Go to Admin > Support Channels > Facebook.
- Click Add Page.
- It is important to note that you'll need to be an Admin of the Facebook page you are looking to integrate.
- After you login to your Facebook account, you will have to authorize Freshdesk (Sometimes when page settings change, you may have to reauthorize the Facebook page - learn more).
- You will then be redirected to Freshdesk and you can see the list of all the pages that are associated with your Facebook account.
- Use the checkbox to choose all the pages you want to integrate into Freshdesk (please note that you cannot add the pages that are already integrated with another Freshdesk account).
- Click Associate once you're done.
Facebook page settings
Clicking on the Edit button next to each integrated page takes you to the Facebook Settings page for that particular page. Here, you can modify the settings to choose which posts or messages get converted into tickets. You can even associate a page with a specific product if you support multiple products.
There are three ways in which Facebook posts or comments can get converted into tickets:
1. Do not convert
- You can choose not to pull in any of your Facebook posts or comments into Freshdesk, if you would like your support agents to focus only on visitors who engage directly via Facebook Messenger.
2. Convert only relevant posts
- This is the default option for automatic ticket conversion for Facebook. Most users looking for your support on Facebook are likely to post their queries on your page directly or comment on one of your company posts. You can choose to import all visitor posts as tickets automatically. To cancel out the noise in your visitor comments and ensure you are pulling in all relevant support queries, you can look for certain keywords and convert comments containing those keywords into individual tickets. We’ve set up a default list of keywords that you can tweak to suit your industry or business. You can also assign these tickets to a specific agent group, such as your social media team.
- Once a post or comment is pulled in as a ticket, you can handle them in the same way that you handle email queries. For visitor posts, your replies will get added as comments to the general thread. For visitor comments, your replies will appear as replies to the specific comment on Facebook.
3. Convert everything
- With this option, all visitor posts on your wall, as well as company posts on which any visitor has commented on, will be converted to tickets. Once a post becomes a ticket, all the comments in that post get appended to the ticket automatically. You can manually split each comment as a separate ticket. You can know more about splitting comments here.
- Again, you can assign these tickets to a specific agent group. Your replies from the helpdesk to these tickets will get added as comments to the general thread on Facebook.
Converting messages to tickets
Any private chats that your visitors initiate on your Facebook page are pulled in automatically as tickets into your helpdesk. You can reply to these tickets directly from Freshdesk and they will reach the sender as messages. This will be the same as having a private conversation on Facebook Messenger with your customers.
You can ensure that multiple messages from a customer regarding a single issue are threaded together in one ticket by setting a ticket threading interval. For example, if you set the interval to 12 hours (using the drop down), the messages sent to you by the same user within 12 hours will generate a single ticket. A good practice is to identify the standard resolution time for your industry and set the interval accordingly. You can also assign these tickets to a specific agent group.
You have now completed setting up Facebook for Freshdesk and can reply to all your Facebook posts and messages right from within your helpdesk. For more information on replying to Facebook messages from your helpdesk, click here.