20:00 UTC | 13:00 PT
The issue impacting the Facebook Integration being disconnected has been resolved. If you are still experiencing errors, please reauthorize your Facebook Integration. If you are still unable to connect, please reach out to us at email@example.com.
19:27 UTC | 12:27 PT
We are currently investigating reports of some customers receiving notifications that the Facebook integration is disconnected and are unable to reauthorize the impacted page. We will provide an update with more information shortly.
From 2020-03-10 18:38 to 19:45 UTC, Customers using the Zendesk Facebook Integration experienced an issue that caused an automatic deactivation to be triggered for their Facebook Pages linked to Zendesk Support. The issue prevented polling Direct Messages, and Post Comments from Facebook pages on customer’s behalf. The issue was caused by the Facebook API failing to authenticate authorized customers to access their pages data through the Facebook Graph API. The issue was fixed when Facebook deployed a code fix to address the issue. Zendesk engineering proceeded to backfill the missing posts and messages. In order to prevent this from happening again in the future, we will be implementing additional monitoring and logging.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.