Once you click the install button, you will be redirected to Facebook and asked to approve the required permissions as on the screenshots below.
Once you approve all required permissions, you will be redirected back to the app’s installation page.
The installation process consists of 3 steps:
Once the desired Facebook page is selected, the Freshdesk authentication page consisting of three input fields will be shown:
Once you fill these fields, click the Authorize button below them. The entered credentials will be validated. In case they are not valid, corresponding notifications will be displayed. Otherwise, the final setup section will be displayed — Required Fields Setup.
In this section you will need to configure default values required for creating new tickets in your Freshdesk account.
Be sure to try to scroll down this section — some fields may seem to be hidden at first sight depending on your browser window size.
Once ready, click the install button and you’re done!
After the first import only the last 25 Instagram posts will be imported into your Freshdesk account as tickets.
After successful installation, you need to implement the first time import manually by following these instructions:
Once the First Import has been finished successfully, there are two possible app interfaces you may see when the app is launched.
You will see the menu, that contains a grid of thumbnails of imported posts from Instagram as Freshdesk tickets.
Each thumbnail is a link to a Freshdesk ticket, related to a particular Instagram post.
If more than 12 Instagram posts have been imported, page navigation buttons will be shown (12 thumbnails per page).
You will see the comments page. In case there are no comments to an Instagram post, nothing will be rendered.
If there are comments under this Instagram post, then they will be displayed.
The order is as follows:
This way each comment is some kind of a branch/discussion thread.
In both cases the navigation bar will contain the tab switcher between the comments page and the menu.
You can filter comments by time or by text.
When filtered by text, the matched symbols will be highlighted. It is possible to filter by comments’ texts and by comments’ authors’ usernames, too.
If there is a match by time or by text found in either a comment or a reply, the whole comment’s discussion branch/thread will be displayed in order to see the context of the matched message.
When a comment/reply is hovered by mouse, two action buttons appear next to it:
When clicked, a text box will appear with two buttons next to it: «Send reply» or «Cancel». The username of the author of the comment/reply you are replying to will be inserted automatically into the text box.
It is possible to reply to both comments and replies.
Once the «Send reply» button is clicked, the following will happen:
Once the «Create new ticket based on a comment/reply» is clicked, the following will happen:
Comment-based tickets are different from post-based tickets in the following way:
The term «Updates» means new Instagram posts and new activity under Instagram posts (new comments or replies).
When a new Instagram post is found, a new ticket based on this post will be created.
When a new comment/reply is found under an Instagram post, ticket’s status will be changed to «Open». However, if a reply is created by an agent from this Instagram integration app, the ticket’s status will not be changed.
There are two different ways the app can search for updates:
For any questions please contact email@example.com