Facebook Groups + Zendesk Integrations

The Facebook page of Zendesk, the world’s leading customer service software provider, has more than 1.3 million fplowers. The company has maintained its social media presence since 2009. Facebook Groups are one of the most popular services on Facebook. Due to its popularity, it has over 1 billion users. Both of the above-mentioned aspects have made Facebook Groups and Zendesk look alike.

Integration of Facebook and Zendesk is not a new concept. It is a common practice around the world to manage customer service through social media sites like Facebook. Many businesses are using this idea along with Zendesk to manage their support services.

Integration of Facebook Groups and Zendesk

Facebook groups can be integrated into Zendesk. This is done by adding information from a facebook group to Zendesk or vice versa. This will help in the fplowing ways:

Add information from facebook groups to Zendesk:

Businesses can add information from their facebook groups to Zendesk. It can be done in two ways:

• Importing members of the facebook group. Businesses can import names/profile pictures from their facebook groups and add them to Zendesk as tickets. This will help in ease of sending messages to a fplower or other facebook members and in identifying the facebook members easily in case of an emergency.
• Importing content from the facebook group. Businesses can import content from a facebook group into Zendesk. This can be done using a “ticket template”. This means that a business can maintain all its responses in a google spreadsheet and integrate it with its facebook group. When a member posts a comment or question on the facebook group, the answer can be pasted into a ticket created on Zendesk which will automatically link back to the original post on the facebook group. This can be helpful in maintaining a record of response history of every ticket created on Zendesk.

Benefits of Integration of Facebook Groups and Zendesk

Easily Identify Members of the Group. Facebook groups are used as public groups, so anyone who wants to join a group can do so without any restriction. Businesses can choose to accept or reject any request based on their requirement. On the other hand, if a business accepts a request, then they cannot identify which user posted what comment or question due to lack of information in the name and profile picture provided by Facebook for any individual user. To overcome this, businesses can add members/users from their facebook groups to Zendesk and convert their profiles into tickets with names/profile picture integration. This will help in identifying who posted what comment or question at any time. This will also be helpful in monitoring the amount of activity generated by a facebook group and identifying the most active users easily.

Easily Send Messages to Members. Another benefit of integrating Facebook Groups with Zendesk is that businesses can send messages to all members of the group easily by creating a ticket with all members as recipients (subject line. From there, businesses can answer questions based on their availability. They don’t have to create separate tickets for each member separately which will reduce the amount of work they have to do while managing customer service for their facebook groups.

This article has discussed three major areas where Facebook Groups and Zendesk have been integrated in order to accommodate customer service needs of businesses:

Integration of Facebook Groups and Zendesk Integration of Facebook Groups and Zendesk Integration of Facebook Groups and Zendesk

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