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 Instagramer Comments 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. -  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 Instagram Comments 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:

You can configure the required custom fields and set custom ticket source in the "General settings" tab:

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