Using Facebook for customer support

Freshdesk allows you to add as many Facebook brand pages as you like to your account. You can manage any of your social conversations on those pages right from your helpdesk. You can even take conversations under the radar, by sending your customers private messages, all from within Freshdesk.

Quick guide to Supporting customers through your Facebook Pages

  • Login to your support portal as an administrator.
  • Go to Admin > Support Channels > Facebook.
  • Click on the Add Facebook Page button to integrate your Facebook page with Freshdesk.
  • After you log into your Facebook page, you will have to authorize Freshdesk. (Remember that if you make any changes to your page, like changing your password, Freshdesk will ask you to reauthorize your account)
  • Once you do, you’ll 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 on ‘Associate’ once you're done.
  • Now all the posts and messages in the Facebook page will be converted into Freshdesk tickets.
  • The comments added to each post will be appended to the ticket created from the post.

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 customize your integration to suit your use-case. You can even associate your page with products if you support multiple products.

Converting visitor posts to tickets

Most users looking for your support are likely to post their queries on your page. If you want all these posts by visitors on your page to be converted into tickets in your Freshdesk portal, you can turn on Import “Visitor posts” as tickets using the checkbox on its left. Once they are converted into tickets, you can reply to them right from within your Freshdesk account and your replies will get added to the post on Facebook as comments. This feature is enabled by default.

Converting your page posts to tickets

You can also convert all the posts your brand shares with your Facebook followers through the page into tickets in your helpdesk. This will be helpful when your posts are likely to create important discussions in the comments section which you want to keep track of. Once a post becomes a ticket, all the comments in that post gets appended to the ticket automatically. You can enable this feature (disabled by default) by clicking on the check box that says Import Company posts as tickets.

Converting inbox messages to tickets

Any inbox message that is sent to your Facebook page gets converted as a ticket in your helpdesk by default. Replying to these tickets will reach the sender as inbox messages themselves. The Message Thread Time option helps you ensure that messages belonging to the same thread do not end up as multiple tickets. For example, if you set it as 12 hours (using the drop down), the messages sent to you by the same user within 12 hours will be added as replies to the same ticket initially created by the first inbox message.

 If you are on the Estate plan or higher, you can use the Facebook page tab to take your self service portal right into Facebook.

  • Once you are done configuring these settings, click on Create your Facebook Page tab. You will need to authorize Freshdesk to access your Facebook information.
  • Click Update when you are done.
  • Now you are all set to interact with your customers through Facebook.

You can reply to all messages or posts from visitors on your Facebook page right from within the helpdesk.

Replying to visitor posts

When a visitor posts on your Page’s wall, the post gets automatically converted as a ticket in your help desk. You can reply to the post like you would reply on a regular help desk ticket. Your replies from Freshdesk are automatically added as comments to the original post on Facebook.

Replying to private messages

You can reply to private messages on your Facebook page from your help desk. To differentiate a private message from a wall post, look for the lock icon in the margin.

Replying to a visitor’s private message from within your helpdesk will be the same as having a private chat with them on Facebook. To make sure that messages from the same conversation do not create multiple tickets, you can set a threading interval. For example, if you set it as 12 hours (using the drop down), consecutive messages between the customer and your helpdesk within 12 hours are threaded under the same ticket. 

Replying to visitor comments on a post

Comments to a post can be identified by the speech bubble on the left side while a reply to a comment is indicated by the reply arrow.

You can handle multiple comments from several visitors on a single post in two ways. 
  • If all the comments are related to the same issue, you can reply from the bottom of the ticket page as on a regular helpdesk ticket and the reply will get added as a comment to the general thread

  • If each comment deals with a unique issue, you can split each of these comments as a new ticket and track each problem separately. Using the Reply button at the bottom of the page in the new ticket will direct these helpdesk replies to the respective user's comment automatically. 

You can also reply individually from the original ticket by using the Reply arrow on the top right of the user’s comment, if you do not need to track the issue on a separate ticket.

In Facebook:

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, allows users to seamlessly access your knowledge base, community forums and even create support requests from directly inside your Facebook page.

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 > 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. 

Once you're done, a tab opens up on your Facebook page, with Freshdesk's logo and the name you mentioned previously. 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.

Why do you have to reauthorize your Facebook Page often?
There are times when you see the following message under Admin in your Freshdesk portal.
"Your Facebook channel is inaccessible. It looks like username, password or permission has been changed recently. Kindly fix it".

Why does this happen?

1. Your access token has expired: Access tokens allow Freshdesk to access your Facebook account. These access tokens expire every 60 days. To ensure that your Facebook feeds appear in Freshdesk, you will need to reauthorize your page when these access tokens expire.You will see the "Reauthorization Required" message in Admin > Facebook
2. Your page has multiple admins and one of them has recently changed their Facebook password: When this happens, you'll see a "Reauthorization Required" message. 

To reauthorize your Facebook Page, go to Admin > Facebook and click on the Reauthorize button.