Administrators link the Facebook channel by authorising the company’s Facebook page in Zoho Desk’s social channel settings. After connection, messages sent to the page and comments on posts that need support are converted into tickets.
Once a Facebook message or comment becomes a ticket, it follows the same assignment, SLA, and escalation rules as any other ticket type. Agents respond from Zoho Desk, and their reply appears on Facebook under the company page.
The Facebook channel integrates into Zoho Desk’s reporting. Managers can see ticket volume from Facebook compared to other channels, response times, and CSAT scores for socially-sourced tickets, helping allocate agent capacity more effectively.
The Facebook channel connects your company’s Facebook page to Zoho Desk, turning page messages and comments into support tickets that agents handle through the standard ticket workflow.
Yes. When an agent responds to a Facebook-originated ticket in Zoho Desk, the reply is posted directly to Facebook, either as a message reply or a comment, depending on the source.
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