Pre-requirements:

1. You have to be an Administrator inside your Freshdesk.
2. Your Instagram account should 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. Find OAPPS Suite fro Instagram in Freshworks Marketplace and click on “Try for free” to start a free 21-day trial:

2.  Enter your full Freshdesk domain name and click“Proceed”:

3. Click "Try for free" and then "Install" on the next steps:

4. Complete the installation by pressing "Install":

5. Open app settings and fill in the following fields:

    -  Paste your API key, which can be found in your profile settings;

    -  Enter your Freshdesk subdomain name (without freshdesk.com and https parts, just the name);

    - Fill in the "E-mail" field;

   -  click on the blue Save button first and only then in the lower right corner:

6. You can add several accounts in the OAPPS for Instagram Suite settings. Make sure you go through all the steps needed:

- enter your Instagram account name;

- leave your contact e-mail;

- click on "Continue with Facebook" >> "Edit previous settings":

7. Select "Opt in to current Pages/Instagram Accounts only" and select all Facebook pages and all Instagram accounts you want to receive messages from, if you have more than one:
     

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

9. You'll be redirected to the Instagramer Comments Account settings. Select the FB page associated with the account you're connecting from the drop-down list:

10. Don't forget to save the changes! Click on the blue "Save" button first and only then Save in the lower right corner.

Advanced settings:

You can set up tags, a subject prefix that will be applied to tickets and enable/disable certain message types:

General settings:

Make sure you have filled in all mandatory custom fields and set custom ticket source in the "General settings" tab. It's necessary for the proper work of the app!

Please reach our support if there're any questions left!