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”. The right connection should look the following way:

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 >> Adds and Integrations >> Channel Apps >> Instagramer Suite >> in the Accounts tab you can Add an account:

4. Enter name for your integration - it will appear inside each DM and comment as a source - and click “Continue with Facebook” >> "Edit Settings":

    5. Give access to all accounts and all FB pages you're connecting (e.g. if you're going to add 5 accounts in total, select all 5 IG accounts and 5 corresponding FB pages):

    6. Give all requested permissions and press "Done" and the on "Ok":

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

Advanced 

🔹 Use tags for each account to configure the routing of incoming requests:

🔹If you leave your e-mail address, the system will notify you in case of problems with the configured integration. For example, you changed the password for the Instagram account and the application no longer accepts calls. We will send you a notification and you will not miss a message from your customers:

🔹The subject text is trimmed to the value specified as the «Ticket subject length»:

🔹 Specify ticket subject prefix - it will help you to find out where the message comes from:

DM Settings

You can configure tags, subject prefix and length for DM integration as well:

Please do not forget to save the changes!

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