Solution
Customer messaging, in the support desk you already use.
We build and operate an integration that delivers the messages a business receives on social platforms into that business's own helpdesk — as real tickets, against real customer records, answered by the same staff who answer everything else.
The problem it solves
A business runs its email, phone and web enquiries through a support desk, with a history for every customer and a record of who answered what. Then social messages arrive somewhere else entirely — in a phone app, seen by whoever happens to look. There is no ticket, no history, no handover, and no way to tell whether anyone replied.
Our integration closes that gap without asking staff to work in a second place.
How it works
- A customer messages the business's Facebook Page or Instagram professional account.
- The platform delivers that message to our webhook, which verifies its signature before accepting it.
- We resolve the sender into a contact record, open a ticket on the right team — or add to the customer's existing open ticket — and attach any images or files they sent.
- Staff reply from the helpdesk. The reply goes back out to the customer on the platform they wrote from.
The result is one queue, one customer history, and a conversation that does not get lost because somebody was off that day.
Who it is for
Operator-scale businesses that already run a support desk and take real customer volume through social channels. We built it first for skydiving dropzones, which is the industry we know, but nothing in it is specific to skydiving. It suits any business whose customers expect a reply in the channel they wrote from.
Platforms
- Facebook Messenger — in production.
- Instagram direct messages — supported by the same integration, and enabled for a client once the required platform access is in place for their accounts.
How a client is onboarded
This part matters, so it is worth stating plainly.
The client owns their accounts. We never do.
A client grants our application access to the Facebook Page and Instagram professional account that they themselves own, through Meta's standard business asset sharing. That grant is made by the client, from the client's own business portfolio, and it can be withdrawn by the client at any time without our involvement. We hold no ownership interest in any client's social accounts, and we do not operate the integration for accounts we have not been granted.
Onboarding is: the client shares the assets, we connect them to their helpdesk, we test with the client's own staff, and the channel goes live. Nothing about their existing Page, Instagram account or audience changes.
What data is processed
Only what the integration needs to put the message in front of a human:
- The sender's display name or username, and the identifier the platform assigns them.
- The message text, and any attachment sent with it.
- The timestamp, and the account the message was sent to.
That data is delivered into the client's own helpdesk and stays there under the client's own retention policy. We do not keep a separate copy beyond what is needed in transit, we never use it for advertising, and we never combine data across clients. The full detail is in our Privacy Policy, and anyone can request deletion through our data deletion page.
Our role
We are the technology provider. We write the software, run the integration, and support the client's team. The client remains the business their customers are talking to, the owner of the accounts, and the party that decides what is collected and how long it is kept. We act on their instructions.
In production
The integration runs today for Sydney Skydivers (Australia) across two brands, delivering customer messages into their helpdesk alongside email and phone. We are taking on further operators.
Talk to us
If you run a business where social messages are getting lost, tell us which platforms you use and what you answer them with today. Contact us here, or email contact@fesnglobal.com.