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
- 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.
9 Comments
All private messages in messenger are converted to tickets when the social messaging add-on is included, but all public messages (wall posts created by owner of the page, comments to the wall posts, like, reactions should be noted as a ticket). This is not happening even after following all the above steps.
Please advise what am I missing here?
Hi Muzammil,
If the posts you're getting reactions and comments for are more than a week old, those comments won't be pulled into Zendesk.
Have you tried commenting on a post that is less than a week old?
If I lost Facebook sync due to an authorization issue, then reply to posts (without authorization) and then recover Facebook sync, is there a way to pull to Facebook the replies that are only on zendesk and not on Facebook?
Thank you
Hello Cristiano Vitolo,
As the product currently stands, there is no way to pull from Facebook these replies, and your best bet will be to copy them into a note on the relevant ticket. Let us know if there is anything we can do to assist you.
Best regards.
I successfully installed Social Messaging, but I still get an error when adding a facebook account, how can I solve it.
Hi Devan, thank you for your feedback.
Why can't I receive the latest Facebook Messages?
Hi Drinkup,
I'm not sure what you mean or what you're seeing. Can you provide some additional context about the issue you're having?
Hi,
we have problems reconnecting a facebook page after we have lost the authentication. Trying to "Renew authentication" gives me the error "no new facebook page for user Oliver Knigge". I have added this and other facebook pages before to our zendesk.
Then I have tried to delete the page from our zendesk to add it again. But same error "No new facebook page for user Oliver Knigge". Additionally the page can not be chosen in Facebook when connecting new or edit already connected pages.
I have already tried this:
https://support.zendesk.com/hc/en-us/articles/115000535427-When-trying-to-add-my-Facebook-page-it-says-I-am-not-an-Administrator
But the facebook page I am trying to reconnect/add again is not listed although I'm an editor of this page.
I have also checked the configuration of another facebook page which is listed and can be connected (and is currently active in Zendesk), but I couldn't find any difference (I have same role configurations).
I am also administrator/editor of some private pages. I can chose that pages to connect with zendesk when trying to add or edit any page. Only one single facebook page is missing.
So why I can't add this single facebook page to our Zendesk while other pages with same role configurations are working? Any ideas?
Greetings, OIiver
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