How do I troubleshoot issues with my Facebook channel?

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  • Muzammil Saya

    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?

  • Jacob Johst Christensen
    Community Moderator

    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?

  • Cristiano Vitolo

    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 

  • Devan - Community Manager
    Zendesk Community Team

    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. 

  • Kaus

    I successfully installed Social Messaging, but I still get an error when adding a facebook account, how can I solve it.

  • Cristiano Vitolo

    Hi Devan, thank you for your feedback.

  • DrinKup Bottle

    Why can't I receive the latest Facebook Messages?

  • Nicole Saunders
    Zendesk Community Team

    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? 

  • Oliver Knigge


    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:

    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

  • Brett Bowser
    Zendesk Community Team

    Hey Oliver,

    Sorry to hear you're still experiencing issues adding your Facebook page to your Support account. Any chance you could log into Facebook first in a Chrome Incognito window followed by logging into your Support account in an Incognito window? Does this show the correct Facebook page?

    If not, how many Facebook pages do you have added to your Support account? Do you have the Social Messaging Add-on setup on your account? If not, this could be affecting your ability to add new pages.

    Let me know!

  • Elizabeth Valerio

     Hola, los mensajes de muro no llegan a Zendesk aún teniendo marcada la opción de recibir mensajes de muro. 




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