The Instagram Channel lets you connect your Instagram account to your Zendesk Support and makes it possible for you to receive and reply to all comments on your Instagram posts.
Posts and comments from your connected Instagram account will be integrated directly into your normal workflow, so you can reach your audience on Instagram without leaving Zendesk Support - you can even see your Instagram posts image.
Before you begin with the installation guide you first need to install it from Zendesk Marketplace right here.
Step 1 - Instagram for Business
First, you need to make sure your Instagram profile is converted to an Instagram for Business account. You do this by going to your Facebook company page (if you don’t have one, you have to create one). When you are on the Facebook company page, go to page settings and then to the Instagram sub-page.
On the page Instagram settings, you connect your Instagram account with the Facebook company page by clicking the “Log in”-button.
Step 2 - Connecting with Instagram
Once your Instagram account is an Instagram for Business account, and you have installed the Instagram Channel app, you are ready to connect with Zendesk Support.
In Zendesk Support settings go to Channel Integrations under the section Channels and choose Instagram.
Go to the tab Accounts and click Add account.
You will be presented with the Channel admin view. Here you click the Authorize button and you will then be asked to log in with your Facebook account and authorize the Instagram Channel app to access your Instagram data.
When you have authorized the Instagram Channel app you will be asked which account you will connect to (In most cases you will just have the one). Click the account you want to connect.
In the next step, choose your preferences and press ´Save´.
The Instagram Channel will then save your choice and take you back to the channel integrations view where your Instagram account now will be visible.
And that's it - you are all set. Your agents will now be able to see and reply to all comments on your new Instagram posts from Zendesk.
Please note that the synchronization between Instagram and Zendesk is not immediate. It can take up to 24 hours before new comments are presented across the two platforms. Some of the old comments from your Instagram posts will be converted into new tickets as well. But don't worry, this is normal.
We love your feedback! Whenever you encounter an issue or just something that you think should be done differently or you are simply happy with the Instagram Channel, please provide us with feedback via the Instagram Channel community page. Nothing is too small, nothing is too big to let us know about it!
Hey, imgs are not visible ;)
Thx - Fixed it!
I have integrated Instagram with Zendesk but I see a single ticket created for multiple comments on the posts, can we have different tickets created for different comments on the post?
Thank you for your feedback.
At the moment this is not possible. When we created the channel, most testers wanted it this way, since they have 100-200+ comments on a post and that would and up being af lot of tickets if they had separate tickets for each comment.
We're actively working on making this an option in a future version of the channel, though.
Got it thanks. Please do post it and announce it if we have a solution for the same.
We'll announce it on all channels when the next mayor update to the instagram channel launches.
Is there a way to receive ONLY DMs via Zendesk?
And if they are opened, will they be marked read in the Instagram app? We are a retail fashion company and need to be able to have our customer support team field Insta inquiries while our social team fields all others.
Unfortunately, the Instagram APIs does not allow the use of DM in 3rd party applications, such as our Instagram integration with Zendesk.
The Instagram Channel supports comments, and in the near future will also support hashtags and @mentions from Instagram.
You can have as many Instagram account linked as you'd like and you can use it in triggers and automation as well as in statistics in Zendesk Insights and Zendesk Explore.
I've followed your instructions but once I'll click on AUTHORIZE, I have a list of channels but I can't see the one I want to synch. My account is a business one.
I have created a ticket. So let's continue the troubleshooting there.
How can I uninstall this? I didn't realize not having any accounts linked wasn't enough to stop getting billed.
Hi there, how can we reply our customer on DM?
Hi Andy Imanullah
Since Instagram does offer any way to integrate to their DM's, unfortunately, you can't reply to Insta DM's outside of the Instagram app on your phone or on their website. We have also covered this in the article linked below.
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