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 > 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.
- Your Facebook page is now integrated into Freshdesk. By default, all visitor posts and visitor comments on company posts containing specific keywords (see below) are automatically converted into tickets. You can modify these settings on the Facebook Settings page.
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.
3. Convert everything
- With this option, all visitor posts on your wall, as well as company posts on which any visitor has commented, will be converted to tickets.
- 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.
Threading structure of comments
- The comments added by the customers will appear like replies on the ticket.
- 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.
- For company posts where all comments are added to the same ticket, we'll retain them and display them in the same thread.
- The agents can now pick a specific comment thread and add their response using the ‘Reply’ option just like the Facebook structure.
To make it easier for the agents to scroll through the comments, there is a sorting option for comments inside the ticket thread. The agents can sort the comments by:
- Show latest updates first
- Show oldest comments first
Show newest comments first
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.
Converting ad comments into tickets
You can convert all the comments you get from the ad campaigns you run on Facebook, into tickets. You can reply to these tickets from within Freshdesk and these will be posted as comments in the appropriate thread. You can also configure to assign such tickets to a specific 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. This feature is available only in the Estate plan and above.
Filter out unwanted comments while creating tickets
We're constantly optimizing Freshdesk to create tickets only for comments that need your attention and ignore unwanted, spam comments. You can choose to ignore comments that just have users tagged or comments with user tags followed by emojis or gifs(without actual texts), by clicking in the 'Filter comments that just have user mentions' option. This is applicable for page posts (posts created by the page) and ad posts.