With businesses increasingly utilising Instagram to engage with customers, it's essential to choose the right integration for managing customer interactions. Zendesk offers a native Instagram integration, and third-party options like Instagramer Suite bring unique features as well. In this article, we’ll explore the differences between Zendesk’s built-in Instagram integration and Instagramer Suite, a third-party app from the Zendesk Marketplace.
Comparison:
| Feature | Zendesk Instagram Integration | Instagramer Suite (Third-Party App) |
|---|---|---|
| Direct Message (DM) Support |
Yes Basic DM management within Zendesk. |
Yes Advanced options like automated replies are also available. |
| Comment Management |
No Tickets are not created for comments or replies on posts, reels, or other Instagram content |
Yes Supports all types - comments or replies on posts, reels, or other Instagram content |
| Automation & Macros |
Yes Supports Zendesk macros and basic automation. |
Yes Supports Zendesk Macros and additional automated messaging features. |
| Media Handling |
Yes Limited media handling (basic attachments). |
Yes Advanced media management (images, videos, files, GIF, emoji). |
| Analytics & Insights |
Yes Basic reporting within Zendesk’s standard reports. |
Yes In-depth Instagram-specific analytics (e.g., sentiment analysis, response times). |
| Workflow Customisation |
Yes Limited customisation via Zendesk’s standard workflows. |
Yes Highly customisable workflows tailored to Instagram interactions. |
| Supports multiple Instagram accounts. |
Yes Supports multiple Instagram accounts. |
Yes Supports multiple Instagram accounts. |
| Tagging & Categorisation |
Yes Standard Zendesk tagging options. |
Yes Enhanced tagging and categorisation tools. |
| Omnichannel Support |
Yes Integrated with Zendesk’s omni-channel support. |
No Separate app, works alongside other integrations. |
| Cost |
$0 included with Zendesk |
$ Paid app subscription required |
Which One Should You Choose?
The choice between Zendesk’s native Instagram integration and Instagramer Suite depends on your business's specific needs:
-
Choose the Built-In Zendesk Integration If:
- You need a simple, easy-to-use solution for managing Instagram DMs only within your existing Zendesk environment.
- You prefer using a native solution with minimal configuration.
- You already use Zendesk’s omnichannel tools and want to maintain a unified workspace without additional apps.
-
Choose Instagramer Suite If:
- You need to manage all types of interactions from Instagram (DMs, comments or replies on posts, reels, or other Instagram content)
- You require advanced features like automated messaging, in-depth analytics, and media management.
- You want greater control over your Instagram support workflow with customisable options.
- You need more robust reporting and insights specific to Instagram engagement.
While Zendesk’s built-in Instagram integration works well for straightforward support needs, Instagramer Suite offers advanced capabilities that may benefit businesses looking to elevate their Instagram engagement. Carefully consider your business's goals and the level of interaction you need to make the best decision.
Get Started with Instagram in Zendesk:
- Configure the Zendesk built-in Instagram integration: Adding and configuring the Instagram Direct channel
- Configure The 3rd party app Instagrammer Suite: Instagramer Suite