GX Technology : Twitter/Facebook Zendesk Integration

What is it:

Facebook integration:

The Zendesk Facebook channel lets customers make support requests using Facebook. It also lets your agents see and respond to customer Wall posts and comments from within your Zendesk. 

The Facebook channel supports Facebook Pages, which are different from personal timelines. Facebook Pages help businesses, organizations, and brands share their stories and connect with people. See this Facebook article to learn more about the differences. You can create and manage a Facebook Page from your personal account.

You can add up to fifteen Facebook Page to the Facebook channel. You have to be an administrator or have appropriate role permissions to set up the Facebook channel in Zendesk.

Twitter Integration:

Zendesk Support can monitor one or more Twitter accounts and convert tweets to tickets as needed. All tweet activity between agents and Twitter users is added as ticket comments. Using the Twitter channel, you can do the following:

• Convert a tweet into a ticket and respond to the user with a tweet, or move the conversation to email
• Bulk convert multiple tweets into tickets in one step
• Convert tweets to tickets outside of Zendesk Support by liking a tweet in twitter.com and many other Twitter clients
• Automatically capture public mentions and direct messages as tickets
• Append ticket links to outgoing tweets
• Select which of your accounts agents are allowed to use when sending outgoing tweets

Only administrators have access to the incoming tweets; however, once they've been converted to tickets all agent types have access to them unless you've otherwise restricted their access to certain types of tickets (by restricting them to an organization, or by customizing Enterprise agent roles to exclude this permission, for example).

It's important to note however that once a tweet becomes a ticket it behaves just like any other ticket in Zendesk Support. The one exception to this is that you have the option of replying back to the Twitter user with a public tweet or moving the conversation to email.

Setup Documentation:

Twitter https://support.zendesk.com/hc/en-us/articles/203661546-Setting-up-your-Twitter-channel

Facebook https://support.zendesk.com/hc/en-us/articles/203661556-Setting-up-your-Facebook-channel

How to remove access:

It is very important to note that using the "deactivate" or "unlink" feature in Zendesk admin settings does not revoke the access granted on the Twitter or Facebook account. To fully revoke the Zendesk App's OAuth access an admin of the Facebook/Twitter platform account must manually remove it from the list of apps. App access can be managed on each platform at these respective URL's:

https://twitter.com/settings/applications
https://www.facebook.com/settings?tab=applications

This must be included as part of a documented and enforced SOP that any time a channel's access is deactivated or unlinked within Zendesk it must also be revoked on that channel's platform as well.