How to Integrate Facebook with ProProfs Help Desk

Integrating Facebook with ProProfs Help Desk lets you manage customer interactions from your Facebook Page directly within your help desk. Comments on your posts are automatically converted into tickets, helping your team respond faster and keep all conversations organized in one place.

Benefits:

• Maintain Contextual Conversations: Each ticket is linked to its original Facebook post and comment thread, giving agents full context before responding.
   

• Improve Accountability Across Teams: Assign Facebook-generated tickets to specific agents, ensuring clear ownership and faster resolution.
   

• Keep Conversations Organized at Scale: Automatically group all interactions from a single post into one thread, preventing scattered or duplicate responses.

Example

A company receives a high volume of customer queries and feedback on its Facebook posts. With the integration enabled, the first comment on each post is automatically converted into a ticket and assigned to the support team. Agents can view the full context, respond directly from the help desk, and track follow-ups. Any additional comments on the same post are added to the same ticket, helping manage conversations efficiently and avoid duplicate responses.

Steps to Integrate Facebook with ProProfs Help Desk

Step 1: Go to Integrations

Log in to your ProProfs Help Desk account. Click Settings and navigate to the Integrations section.

Select Facebook from the available integrations.

Step 2: Add Facebook Integration

Click Add Facebook to start the integration process.

Step 3: Select an Inbox

In the pop-up window, click Select Inbox and choose the inbox where Facebook conversations should be converted into tickets.

Click Connect to proceed.

Step 4: Connect Your Facebook Account

You will be redirected to Facebook:
Log in to your Facebook account and grant the required permissions.
Select the Facebook Page(s) you want to connect.

Step 5: Complete Authorization

Finish the authorization process to connect your selected Facebook Page(s) with the help desk.

Step 6: Verify the Connection

Once the setup is complete:
You will see a confirmation message.
Your connected Facebook Page(s) will appear in the integration list.

How Tickets Are Created

• First Comment on a Post:
   

  • When a user comments on a Facebook post for the first time and no ticket exists:

  • A new ticket is automatically created.

  • The ticket includes the post details and the initial comment thread.
     

• Subsequent Comments:
   

  • Any additional comments on the same post are added to the existing ticket.

  • This ensures one ticket is maintained per post for better tracking.

Replying to Facebook Tickets

When you respond to a Facebook ticket from ProProfs Help Desk:

Your reply is automatically posted as a comment on the corresponding Facebook post.

This keeps all communication synchronized between Facebook and your help desk.

That’s all about integrating Facebook with ProProfs Help Desk. If you have any questions or need assistance, feel free to reach out to the support team.