Managing your Facebook Channel

Managing your Facebook Channel

With Facebook in Zoho Desk you can start engaging with your customers and address their issues in real time. You can view and respond to customer posts and comments that are left on your Facebook page. Besides these, you can choose to convert all of your page posts or only those matching specific keywords into tickets. While your Support Manager will configure your Facebook account under Setup, here are the actions you can perform under the Social tab. 
  • View the Facebook profile along with the Education, Experience, posts etc. of the contacts
  • Make a comment on a page post
  • View the recent posts from a Facebook user 
  • Convert a post into a support ticket and respond over email
  • View the conversation that happened over a post
  • Associate Facebook profiles with the contacts in your help desk
  • Search Facebook on relevant subjects using keywords
Note:
  1. The Facebook integration is available only for the Contacts module.
  2. There is no limitation on the number of users who can access this feature.
  3. Agents can access the Social tab only if they have the Social Module permission activated in their profiles. By default, this profile permission is activated for all the agents with system defined profiles.
Working with the Social Tab
You can view all the posts and comments of your Facebook pages under the Social tab in Zoho Support. Here is how you could view the messages and mentions in your help desk:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Social, etc.) 
  2. Select Social from the Modules menu. 
  3. In the Twitter Home page, click the Facebook tab in the lower-left corner.
  4. In the Facebook Home page, posts will appear in the chronological order.
    When you have more than one Facebook page, the posts from your first page will be displayed.
Your Facebook pages will be listed in the left panel. You can switch between the pages to view their posts. 

You can click Convert as Ticket alongside a post to convert it in to a ticket. Comments that are left on a ticket will be added to both the customer’s Facebook post and the respective ticket in Zoho Desk. You can click Show Ticket alongside a converted post to view its respective ticket under the Tickets module.

Associate Facebook Profiles with Contacts
You can associate the Facebook profiles to the contacts in your help desk. The profiles will be searched based on the first name and last name of the contact. If you know the Facebook profile, you can directly search for it to associate the profile to the contact.  

Note:
All the matching Facebook profiles that do not have the Public Search option enabled, will not be listed in your search results.

To associate a profile with a Contact:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Customers, etc.) 
  2. Select Customers from the Modules menu. 
  3. From the list of contacts, select a contact to which you want to associate the Facebook profile.
  4. In the Contact Details page, click the  icon to edit the contact.
  5. In the Edit Contact page, click the  icon over the Facebook field. 
    Based on the first name and last name, the matching profiles will be listed.
  6. Click Add corresponding to the Facebook profile that you want to associate to the contact.
    You can change the Facebook profile anytime.
  7. Click Save. 
The Facebook URL of the user will be added to the Contact.
When you do not want the Facebook profile to be associated to a contact, you can disassociate them. Click the  icon alongside the Facebook field to disassociate a Facebook profile.