Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Facebook Messenger.

Facebook Messenger connects your Facebook Page so Page conversations become tickets, configured through a Meta app.

1. Prepare in Meta

1. In your Meta app (developers.facebook.com), add the Messenger product.
2. Connect your Facebook Page.

2. Get your credentials

• Facebook Page ID — from your Page's About → Page transparency, or via me/accounts in the Graph API Explorer.
• Page Access Token — generate it in the Messenger settings for that Page.
• Verify Token — any secret string you invent.

3. Enter them in the app

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Facebook Messenger card and click Set up.
4. Fill in Facebook Page ID, Page Access Token, and Verify Token.
5. Click Save.

Once connected, Messenger conversations arrive in Helpdesk → Tickets tagged Messenger.