Zendesk for Instagram DM automation
Updated:
Customer service suite priced per agent seat whose Instagram Direct channel turns DMs and story replies into tickets for agents, an auto-responder and AI agents, while comments on Instagram posts and Reels are not imported. It does not offer comment-to-DM automation.
- 1K contacts
- Not offered
- 10K contacts
- Not offered
- Free plan
- No
- Billing
- Per seat
- Meta status
- Official API
- Type
- Helpdesk
Instagram features
| Feature | Zendesk |
|---|---|
| Send a DM when someone comments | No |
| Keyword triggers | No |
| Public reply under the comment | No |
| Auto-reply to incoming DMs | Yes |
| Trigger on replies to your stories | No |
| Trigger on story mentions | No |
| Trigger on live video comments | No |
| Message new followers | No |
| Multi-step flow builder | No |
| Broadcast messages | No |
| AI agent that replies on its own | Yes |
| Hand the chat to a person | Yes |
| Shared team inbox | Yes |
Pricing
| Plan | Per month | Contacts included | |
|---|---|---|---|
| Support Team | $25 | No | |
| Suite Team | $69 | Yes | |
| Suite Professional | $149 | Yes | |
| Suite Enterprise + Copilot | Sales quote | Yes | |
| Copilot add-on | Sales quote | No |
Free plan. No free plan. 14-day free trial of Suite Professional with Copilot.
Trial. 14-day free trial of Suite Professional, Copilot included. Startups program offers a 6-month Suite trial for up to 50 agents.
The 1,000 and 10,000 contact figures use the cheapest plan that includes comment-to-DM, on monthly billing. The method is on how we compare.
Meta status
- Uses the official Instagram API
- Yes
- Claims Meta Business Partner status
- No
- Listing confirmed in Meta's partner directory
- No
CRM and payments
- Built-in CRM
- No
- Payment links
- No
- Take payment inside the chat
- No
Store integrations. Shopify (Zendesk app with order view, refunds and cancellations from the ticket), Shopify, WooCommerce and Magento 2 connectors in action flows.
Channels and AI
Channels. Instagram, Facebook Messenger, WhatsApp, X (Twitter), LINE, SMS, Email, Website chat.
- AI agent
- Yes
AI agents are included in every Suite and Support plan and billed per automated resolution, a request resolved by the AI agent without escalation to a human. Included: 5 automated resolutions per agent per month on Support Team and Suite Team and 10 on Suite Professional (pricing page caps included resolutions at up to 10k per year). Extra committed resolutions cost $2 each and pay-as-you-go resolutions $2 each. Since May 18, 2026 resolutions are grouped into tiers (assisted escalation, contained resolution, verified resolution) and only verified resolutions draw on the resolution allowance. The help center says tier pricing for new accounts during the transition period is negotiated with sales. Copilot is a separate add-on at $50 per agent per month billed yearly. Model provider not stated.
Reviews elsewhere
We do not publish our own star ratings. These are the public scores we could read in October 2026.
| Site | Score | Reviews |
|---|---|---|
| Capterra (opens in a new tab) | Could not be read | |
| G2 (opens in a new tab) | Could not be read | |
| Trustpilot (opens in a new tab) | Rated 1.8 out of 5 | 738 |
Strengths and limits
Where it is strong
- Instagram Direct is included in every Suite plan from Suite Team at $69 per agent per month ($55 billed yearly), in the same Agent Workspace as Messenger, WhatsApp, X, LINE, email, web chat and voice.
- An AI agent can answer Instagram DMs first and escalate to a chosen Support group. Suite Team includes 5 automated resolutions per agent per month, and each extra resolution costs about $2, a little less with a yearly commitment.
- The Zendesk Shopify app shows order data and lets agents refund or cancel orders from the ticket. Action flows add connectors for Shopify, WooCommerce, Stripe, HubSpot, Calendly, Google Calendar, Gorgias and Freshdesk.
- Each Instagram channel has a built-in auto-responder and a Message Us button for a website, app or help center.
Where it falls short
- Instagram comments are not imported. The channel creates tickets only for DMs and story replies, so there is no comment reply, comment hiding or comment-to-DM in Zendesk itself.
- Pricing is per agent seat. Five agents on Suite Team cost $345/mo on monthly billing before extra AI resolutions, and social messaging channels carry additional fees.
- Support Team ($25 per agent per month) cannot add Instagram Direct without Chat and the Social Messaging add-on.
- The help center lists action flows with external connectors for Suite Growth, Professional, Enterprise and Enterprise Plus, not Suite Team.
- Agent replies sent from the Instagram app are not added to the Zendesk ticket, and the composer is blocked once Meta's 7-day window closes.
Skip it if you need to moderate Instagram comments or run comment-to-DM funnels inside the helpdesk. Or if you are a small team that wants Instagram DM automation without paying per agent seat. Or if you need TikTok messages in the same inbox. Zendesk says it has no in-product TikTok integration.