An integration driving more meaningful two-way customer engagement

Falcon.io provides a SaaS platform for social media marketing and customer experience management. The platform features tools for social media listening, engagement, publishing, measuring and customer data management. Medium-sized to enterprise level companies are able manage all their social channels in one place, while delivering data-driven, more personalized experiences across touchpoints.

Together Falcon and Zendesk help community managers and support agents to save time and ease the complexity of managing high message volumes. The 2-way integration between Falcon and Zendesk enables community managers to escalate comments published on their social profiles and handle them as support cases. These include: Facebook, Twitter, Google+, YouTube , LinkedIn, Tumblr and Instagram.

First, please ensure that you enable token access within Zendesk’s API settings.

Then, in Falcon, just add your Zendesk account subdomain (the first part of [myorg].zendesk.com), and choose the public forum in your Zendesk account that you will source template responses from.

To raise tickets directly from Falcon, you will also need to add login credentials for a Zendesk Agent, that will be the initial requestor of the ticket in Zendesk. This Zendesk Agent account will be shared among Falcon users, so you won’t need additional agent subscriptions for Falcon users, to use the integration.

App Details

  • Author: Falcon Social
  • Price: Free
  • Support: Email
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