Troubleshooting issues with your Facebook channel

Troubleshooting issues with your Facebook channel

This article outlines some common issues that may prevent your Facebook channel from functioning correctly, their causes and how to resolve them. 

• Zendesk cannot connect with your Facebook Page because the channel has been deauthorized
• Facebook posts or messages are not converted to tickets because the poster disabled access by 3rd-party apps
• Wall posts for incident tickets are not updated when the problem ticket is solved
• I can't set up a Facebook channel in Zendesk

Zendesk cannot connect with your Facebook Page because the channel has been deauthorized

Zendesk constantly monitors your Facebook Pages for new posts, messages, and comments. If Zendesk cannot connect with your Facebook Page, it will send an email notification to all admins on your account.

If you receive notification that your Facebook channel has become deauthorized, you need to reauthorize the affected Page from within your Zendesk. To do so, go to Admin () > Channels > Facebook, and select 'Reauthorize' beside the Facebook page in question

Common reasons your Facebook channel might become deauthorized include:

• The admin who has authorized the Facebook Page has revoked their Facebook session. This can happen when the admin changes his or her password or chooses the option “Log me out of all devices” after a password change.
  
  
• The Page admin who added your Facebook Page has removed permission for the Zendesk Facebook app to manage your Pages or access your Facebook Page messages.
  
  
• Zendesk receives a consistent response from Facebook indicating that we are not authorized to access your Page’s content. This should only happen due to an error in Facebook’s platform.
  
  
• You have not granted Zendesk management access to your account.

Facebook posts or messages are not converted to tickets because the poster disabled access by 3rd-party apps

If a Facebook user has disabled the Apps setting to allow 3rd-party applications to access their Facebook data, their posts on monitored Facebook pages will not be available to Zendesk via the Facebook API. Posts by these users will not be converted to Zendesk tickets.

Direct Messages will create tickets but the requester's name will show as 'Facebook User' rather than their profile's actual name. Agent replies on the ticket will not go through to the requester and need to be sent directly on Facebook, and you should see the warning below appear in the ticket.
You can check the events of the ticket for more detail - The event of the agent's update should provide more detailed information as to why the message could not be sent.

Wall posts for incident tickets are not updated when the problem ticket is solved

Facebook incident tickets do not update their wall posts when the related problem ticket is solved, because it is not possible to verify whether the update was intended for public consumption. Agents can notify Facebook users of the fix by manually posting the status in a comment on the Facebook incident ticket itself.

I can't set up a Facebook channel in Zendesk.

You may not have the proper role permissions to perform this task, either within Zendesk or Facebook. The person setting up the integration within Zendesk needs to be an Administrator within the Zendesk account. The Facebook credentials used to authorize the page need to belong to either an Administrator or Editor of the page being added.