Why Facebook private messages don't populate to a Zendesk ticket

Issue Symptoms

A private conversation between a customer on my Facebook business page didn't create a ticket. An individual reply from the customer or a Facebook page administrator, outside of Support, didn't create a ticket.

Conditions

The are several reasons for a private message to not appear in Zendesk.

• Missing tickets
  If the messages for certain conversations don't create tickets in Support but others work as expected, the user likely disabled access by third-party apps as discussed in this article.
  
  
• Individual replies missing
  If individual replies are not showing, the conversation was likely archived on Facebook.

Resolution

• Social Messaging Add-on
  With the Social Messaging add-on, you can send and receive private messages from Facebook Messenger. Without this add-on, private messages from Facebook do not create tickets within your Support account. For more information, see the article: Installing and setting up the Social Messaging add-on.
  
  
• Missing tickets
  To continue conversations with users who have disabled access by third-party apps, have a Facebook page administrator replying to the user directly on Facebook. If the user changes their Facebook permissions in the future, messages after that point should pull in successfully.
  
  
• Missing replies
  Encourage Facebook page administrators to not archive conversations so quickly. The replies should pull over in a matter of minutes, but archiving a conversation immediately after a reply can cause the comments to not arrive in the Support ticket.