Cloud-based help desk software provider Zendesk announced that its Zendesk for Facebook now supports private messages.

Users at Zendesk’s 20,000-plus customers can now respond to Facebook private messages and wall posts without ever leaving the Zendesk interface.

Adobe, OpenTable, and Groupon are among the companies that use Zendesk.

Vice President of Product Marketing J.D. Peterson said:

Communicating with customers via social media has created a fundamental shift in customer service. There is a new generation of consumers who spend time on Facebook and use private messages as a replacement for email. Companies need to serve these customers just as they would on the phone or by email.

Readers: Have you ever used Facebook private messages to communicate with a company?