Facebook integration stopped creating tickets or posting message

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15 Comments

  • Adam Eisenman

    Did this work for anybody? I'm having issues with FB integration and Zendesk Support says that it is an issue they need to work on to get it to work again.

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Adam Eisenman,

    I saw that you already have a ticket with us and upon checking this issue regarding Facebook integration is still under investigation. If you have further questions about this I would highly suggest to followup on the private ticket to get an accurate update regarding this. 

    Thank you for your patience! :)

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  • Wan Yen

    My account has issues too. Is there some bug in the Facebook integration? It was working for a while and now is not. No comments to Posts have created tickets. I created a support request to zendesk and did not get a reply even. 

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  • Polina

    Also have this issue for the last month. I tried reconnecting the Facebook pages (like 5 times) according to these instructions. Previously it always helped but not this time. Reported a ticket to support.

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  • Gail L
    Zendesk Community Team

    Hi Wan Yen,

    I see that you did work our support team on this issue.

    Polina, they'll follow up with you as well.

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  • Christian Alexander

    I am having a similar issue, and tried these steps, to no avail. My problem is that FB Messenger chats are creating tickets and all customer posts to conversations appear in Zendesk. However, none of my agent's responses post back to FB Messenger. This has been happening for 36 hours now and my ZD ticket has gone unanswered. This thread is the closest thing my team could identify to the issue we are currently having. 

    Additionally, we've tried re-linking the Facebook account and granting greater permissions to the ZD integration. Nothing has worked.

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  • Joakim Bjugn

    We're also facing the exact same issue as Christian Alexander...! 
    Would be glad if Zendesk could give us an ETA on when the problem is fixed or a solution. 

    There is now way we could put on a chatbot or use Facebook messenger for marketing if this integration is not fixed...,

    /J 

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  • Gail L
    Zendesk Community Team

    Hi Christian and Joakim,

    Please chat in with the support team for a deeper look at this (if you did not previously have access to live chat support, it has now been rolled out to all English speaking accounts).

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  • kenneth.lee

    Glad it was not just us. We are experiencing the same issue with Facebook as Christian Alexander and Joakim Bjugn. Performed the same process as Christian Alexander. Finally decided to look up the issue and found this post.

    I was wondering if there were any updates or fixes to this issue. I suppose contacting Customer Support is still the best option at this point? No general solution or reason why this occurred, I guess?

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  • Polina

    Hi Gail L,

    Unfortunately, I haven't received any answer to my support request, only email notifications about other users having the same issue. Do you have any update on this for us?

    Thanks

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  • Gail L
    Zendesk Community Team

    Hi Polina,

    Live chat is the fastest way to connect to our support team. Please chat in via the help widget in your account and mention your ticket id speed up troubleshooting. 

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  • Gavin F

    We're having the same issue.  I unlinked and re-linked one of our FB pages, and that resolved it.  However when I unlinked and tried to re-link our second FB page, I keep getting this error: "No new Facebook Pages available for identity"

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Gavin,

    Sorry to see you've been running into issues here. I can see you have raised a ticket about this internally and someone from our team is already assisting you. If you have further questions, I would suggest to please follow-up there. :)

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  • Dan L

    Hi

    Also been having this problem, before I raise a ticket has this issue been resolved, does zendesk support Facebook Business

    Cheers

     

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  • Gavin F

    Daniel Low - I was told within the past month by a ZD Support Rep that ZD does not support Facebook Pages owned by Facebook Business Manager.

    However I think we've come up with a workaround.

    We have multiple admins on our Facebook Business Manager.  If each one of those admins takes ownership of the link to a single page, then linking seems to work.  As soon as a single individual tries to link more than one page, things stop working.  Good luck to you.  I sure hope ZD gets official support worked out for this scenario.

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