Why Freshdesk doesnt support DM's instagram integration as other competitors already does?

  • 14 December 2021
  • 3 replies

Instagram released its Messenger API to businesses on June 2, 2021. With this release, omnichannel customer support tools like Zendesk, DelightChat, Reamaze, and many others now integrate Instagram DM support directly into their products.

Currently, Freshdesk only supports Instagram comments and hasn’t integrated with DMs yet.

The question is why? 

This is really important for customers, for me is a “must have” and now I’m thinking in moving to another platform because i really need to have all channels in one place. 


Please Freshdesk team, let us know if you have this feature in short term backlog

Thanks in advance

3 replies

Hi Andreszarzar

Sorry that we kept you waiting. We are working on Insta DM integration. The integration should be like in the next couple of months. We will keep you posted. :)

Hi Krishanth Thangarajah,

Could you share a date to give customers when this integration is ready?

Thank you

Userlevel 2
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Hi @andreszarzar and @palacioscamilo,

I understand how instagram is a much required feature in your case, unfortunately we cannot define a concrete ETA for the release. But, if it helps we do have a Third-party app that supports this integration.

Please visit this link for more details-

This has been developed by Swedbyte and offers the following features-

  • The app collects recent Instagram posts and tracks new activity, such as comments and replies. 

  • You can then filter them by time/date or content, and comment or reply right from the app. If needed, the agents can also create separate tickets from certain comments, assign them to different agents and let your team collaborate to deliver replies.

  • The app automatically checks for updates and highlights thumbnails of Instagram posts when new comments or replies are found in them, so you can be sure not to miss anything your customers and followers are writing.