Supported Direct Messages

✅ Plan text

Yes, plain text messages are supported. They will appear in Zendesk as standard tickets.

✅ Audio Note

Yes, audio messages are supported and pulled into Zendesk as playable attachments.

✅ Photo attachment

Yes, images are supported. 

✅ Video attachment

Yes, video attachments are supported. To play the video, press the link. 
For disappearing media, there will be a note, when it will be pulled
e.g Disappearing media (expires at 2019-11-28 04:32:56)

✅ Stickers/GIFs

Yes, Stickers, GIFs are supported.

✅ Story mention

Yes, story mentions are supported. You'll see a preview of the media, and a notification will appear in a Zendesk ticket indicating that someone mentioned you in the story.
e.g. User has mentioned you in this story (expires at 27-Oct-25 04:32:56 UTC)

✅ Story share

Yes, story sharing are supported. You'll see a preview of the story, and a notification will appear in the Zendesk ticket indicating that someone shared a story with you with the story expiration date.
e.g. User has shared a story with you (expires at 27-Oct-25 04:32:56 UTC)

✅ Story reply/comment (private)

Yes, story replies (story comments) that are private (appear in your DM inbox) are supported. You'll see a preview of the story, and a notification will appear in a Zendesk ticket indicating that someone replied to your story.

✅ Profile share

Yes, profile sharing is supported. You'll see a preview of the media, and a notification will appear in a Zendesk ticket indicating that someone shared an Instagram profile with you.

✅ Reels share

Yes, Reels share is supported.

✅ Forwarded post

Yes, Forwarded Instagram posts is supported.

✅ Reply to DM

Yes, reply to an Instagram Direct Message is supported.

✅ Reply to DM with a link

Yes, reply to a Direct Message with a link is supported. Instagram users will get a link with its preview.

✅ DM likes

Yes, likes to Instagram Direct Messages are supported. Use hashtags #like or #love in your replies via Zendesk. 

✅ Replying to a post comment with a DM

Yes, you can reply to an Instagram post comment with a Direct Message. Use our sidebar app for this.

Unsupported Direct Messages

⛔️ Story comment (public)

No, story comments that are public (visible to everyone watching the story) are not supported at the moment.

⛔️ Hashtag mention

Hashtag mentions are unsupported.

⛔️ Live video share

Live video share is unsupported. There will be a notification in a Zendesk ticket like
Unsupported message type "media_share".

⛔️ Live video invite

Live video invite is unsupported. There will be a notification in a Zendesk ticket like
Unsupported message type "placeholder".

⛔️ Reply to DM with a picture

Reply to a Direct Message with a picture is unsupported after October 2019. We post a link to the uploaded image as a workaround.

Supported Post Comments

✅ Post comment

Yes, Instagram regular post comments are supported.

✅ Reels comments

Yes, Instagram Reels comments are supported.

✅ Reply to post comment

Yes, replies to Instagram post comments via Zendesk are supported.

✅ Reporting/blocking comment

Yes, reporting or blocking comments is supported. Use our sidebar app for this.

✅ Hiding comment

Yes, hiding comments is supported. Use our sidebar app for this.

✅ @Mention in a post description

Yes, mentioning in a post description is supported. 

✅ @Mention in a post comment

Yes, mentioning in a post comment is supported. 

✅ @Mention in Reels

Yes, mentioning in Reels is supported. 

Unsupported Post Comments

⛔️ Ads comments

Comments to ads post are currently unsupported.

⛔️ Comment likes

Likes to Instagram post comments are currently unsupported.

⛔️ Replying with a picture attachment

Replies via Zendesk with a picture attachment are unsupported. The link is sent back, but it's not clickable in Instagram.

⛔️ Replying with a link

Replies via Zendesk with a link are unsupported. Links in comments are not supported by Instagram and are not clickable.

Plan text/Audio Note

Photo/Video attachment

Stickers/GIFs

Story mention

Story share

Story reply/comment (private)

Profile share

Forwarded post

Reply to DM with a link

DM like

Post comment

Reels comment

Deleting/Hiding comment