1. You have to be an Administrator inside your Zendesk.
2. Your Instagram account needs to be a Business type. Make sure it is NOT a Creator or Personal account.

• You can check that on Instagram.com by clicking Settings >> Account >> Switch account type

• If you see only personal and creator options, it means the Instagram account is correctly set as Business. If not, switch to a business account.

  

3.  Each Instagram account must be connected to a corresponding Facebook page. To find out how to connect IG account to a Facebook page, follow this article: How to link an Instagram business account and a Facebook page. 
Linked Instagram accounts can be found in FB page > Settings&Privacy:

4.  You should be an Admin of your FB page (FB Page settings >> Page Roles):

1. Ensure all the pre-requirements above are met.
2. Install Instagramer Suite from the Zendesk Marketplace by pressing "Free trial". To find out more about Instagramer Suite tariffs, visit: What is the difference between the tariff plans for Instagramer Suite?
3. The app can be found in Admin Center >> Apps and Integrations >> Channel Apps >> Instagramer Suite >> in the Accounts tab you can Add an account:

4. 

• Name your integration (this name will appear in each Instagram ticket as the source);
• Enter a valid e-mail address (used for system notifications, such as alerts about issues or downtime with the integration);
• Press "Continue with Facebook" (connection is made through the Facebook page linked to your Instagram account).
  Alternatively, if you don’t have access to Facebook, you can choose the BETA option “Continue with Instagram” and connect using your Instagram username and password:

5. Select the correct account (the one linked to your Instagram account and associated Facebook page). Click on "Edit previous settings":

 

    6. Select "Opt in to current Pages/Businesses/Instagram Accounts only" and select all Facebook pages, all Businesses and all Instagram accounts you want to receive messages from, if you have more than one (meaning NOT just one currently connecting):

    7. Confirm the granted permissions on the next step by clicking Save:

   8. Finish the process by selecting the correct FB page from the drop-down list and by clicking the “Save” button.

Save the settings.

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General Settings tab

In the account General settings you can:

• add tags and a ticket subject prefix for tickets created from comments;

• choose how comments are handled: create a new Zendesk ticket for each comment, or add all comments to one ticket as a single conversation thread:

• Select which message types should create a ticket in your Zendesk:

'Stanby channel direct messages' - allows to receive DMs even if another app took control of the conversation (frequently in the situations when two Instagram apps are used).

'Unsupported messages' - please refer to: What media types are supported by Instagramer Suite?

• You can add tags and a ticket subject prefix for tickets created from direct messages:

Remember to SAVE so the changes apply.

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Subscription tab

The “Subscription” tab lets you view and manage your current plan. Here you can see:

• Your current plan;

• The number of connected accounts used out of the total available on your plan;

• The number of messages used (received and replied) out of your plan limit;

• Your subscription period and next billing date;

• Available add-ons, such as additional accounts or unlimited messaging: FAQ: How to add extra accounts or unlimited messages?

• A link to our billing portal where you can update your company details, change your payment method, upgrade/downgrade your plan, add optional add-ons:

You can always reach out to our support if there're any questions left!