agree with this. I was just about to post the same suggestion but found this post first.
Hi @AdamHendren and @jaynep,
Welcome to the Freshworks Community!
I agree, having an interactive format to review posts and feed-required information is a great way to keep tabs on your facebook activity. We are improving our social channel integration and this is currently unsupported as a native feature, but will definitely be added as part of our future roadmap.
If it interests you, we support a Third-party integration to facilitate your support directly from the Facebook page, here are a few links that might come in handy-
Freshdesk | Facebook | Freshworks Marketplace
Creating a branded support tab on your Facebook page
We hope this helps!
Cheers,
Pooja Bernice
How do others utilize Facebook within Freshdesk. It is very nice how the twitter posts feed into the Social area and you can review without every tweet becoming a ticket. Would be great if you could monitor Facebook posts in the same way without them becoming tickets. I understand you can use the filter for key words but it would be nice to have a social media agent you can monitor the entire Facebook flow without leaving Zen. THen being able to convert specic posts they see into tickets manually.
Are there some marketplace apps that some have utilized that provide greater functionality with Facebook/Fresdesk in this way? Would be nice to have it contained within Fresh and not having to leave to a third party app.
Looking for the same feature for our Pet scan clinical pages. I tried to do it by different methods. But nothing is working for me. If you have got any solution so kindly share with us. We will be thankful.
Hi,
Freshdesk's native Facebook integration primarily pulls in direct messages and posts where your page is mentioned, automatically converting them into tickets. However, it doesn’t yet offer the same passive feed-style monitoring as it does for Twitter. Many users, like you, wish for a way to monitor all Facebook activity in a centralized view without everything becoming a ticket right away.
While there are some third-party tools in the Freshdesk Marketplace that offer broader social media monitoring features, most still require leaving Freshdesk for full functionality. A more seamless solution would be a dedicated social media agent feature built into Freshdesk itself. Until then, keyword filters and manual ticket conversion are the best built-in options—similar to what you'd expect from platforms like Snapchat.
Another workaround some teams use is combining Freshdesk with social media management platforms like Hootsuite or Sprout Social, then only forwarding selected Facebook posts or messages into Freshdesk via email or API. While not ideal, this approach allows for broader monitoring while keeping ticket volume under control. Hopefully, Freshdesk evolves to support Facebook more natively—just as users appreciate real-time content flows in apps like Snapchat.
Regards
