Converting Facebook Page Wall Posts to tickets in Vision Helpdesk:
Customers follow the company’s Facebook page and look for support from right there on Facebook. To make a centralized communication Vision Helpdesk integrates with Facebook and turns wall post conversations into tickets. Hence the support team can respond back to customers through Vision Helpdesk, they don’t have to log-in to Facebook to respond to customers. The integration not only allows you to engage customers but also helps you to keep track of their communication at one place.
Step 1] Create app from
https://developers.facebook.com/apps/ On create New App page
Display name: Enter some unique name for your APP (example: helpdesk app)
Namespace: This is optional leave empty
Category: App for page.
After you click on the Create App option there will be a Security Check that needs to be submitted. One needs to enter the captcha that needs to be submitted.
Step 2] Once you have created a Facebook app- then you will find the API ID and App Secret. The App Secret can be extracted by reentering your Password.
Ones you have reentered the password then you will find the App Secret on the Dashboard.
Step 3] Log-in to Vision Helpdesk Manage Portal,
Settings >> Integrations Section >> Facebook
When you click on the Add button towards the top then you will find the following fields:
App ID: The app id that one gets after creating the facebook app needs to be entered here.
App Secret: The app secret that one gets after creating the facebook app needs to be entered here.
Access token: Access token for facebook is to be entered here. One will get the App token from:
https://developers.facebook.com/tools/accesstoken/ Canvas URL: The Canvas URL is to be mentioned here. For eg:
http://support.domain.com/manage/ After the app is created, one can see fetch pages in order to fetch facebook pages. And when the cron is run it fetches facebook pages and converts it into new ticket post.
Also the staff member can comment on facebook from the helpdesk.
