Automate support queries with DelightChat

✓  Manage all support channels in one screen
✓  Auto-reply to repetitive queries like “where’s my order”
✓  Helpdesk software built for Shopify brands

Does Zendesk Support Instagram Direct Messages?

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.

Let’s answer a few questions revolving around Zendesk and its support for Instagram direct messaging.

If you want to reply to Instagram comments via DMs, Zendesk would be lacking. You may want a tool like DelightChat (that’s us!) which integrates with Instagram and supports Instagram DMs, comments on posts and ads, and allows you to reply to comments via direct messages, all from a single screen.

Does Zendesk support Instagram Messaging?

Yes, Zendesk offers integration with Instagram DMs along with the existing Instagram comments support. With this integration, businesses can connect with the customers over direct messages right from the Zendesk interface. 

After the integration is complete, you can also reply to comments on posts, however replying privately to post comments through DMs is not yet possible. 

If you want to reply to Instagram comments via DMs, Zendesk would be lacking. You may want a tool like DelightChat (that’s us!) which integrates with Instagram and supports Instagram DMs, comments on posts and ads, and allows you to reply to comments via direct messages, all from a single screen.

Looking for the perfect help desk solution that supports Instagram DMs?

DelightChat is tailored for Shopify stores. Talk to customers on Instagram, Facebook, Emails, and more, and access your customer details from Shopify, right on the chat screen.

How do I add Instagram Direct Messaging to Zendesk?

To get your Instagram Business messaging integrated into Zendesk, follow these steps:

  1. In the Instagram app, go to Settings > Privacy > Messages. Under Connected Tools, toggle on Allow access to messages.
  2. In Zendesk, click the Products icon in the top bar, then select Admin Center.
  3. Click the Channels icon in the left sidebar
  4. Click Add channel and select Instagram Direct from the drop-down.
  5. Click Continue with Instagram Direct to open the Instagram set-up flow. The set-up flow will ask you for the following information. Follow the instructions in the flow to add this information.
  6. When you've finished the set-up flow, click Done.
  7. Select the Instagram channel you wish to connect from the drop-down, then click Next. Assign a name to the new Instagram channel you are connecting, then click Add channel

Managing Instagram support becomes harder as your company grows.

Customers want you to like and reply to their comments, handle queries on DMs, take “price please” comments further over DMs, and stay engaged with them on a platform they love to use!

DelightChat lets you handle your support from one screen, collaborate with your team, and automate replying to common support queries like “price please” on all your support channels. 

Let’s make it easy for your team, to offer superior customer support everywhere with DelightChat. 

Sign up for free.

Save 10+ hours every week by automating your Instagram customer support

DelightChat lets you handle your support from one screen, collaborate with your team, and automate common support queries like “price please” on Instagram and other support channels. Deliver delightful support with a help desk tool built for Shopify stores.

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