My Facebook integration is not syncing or working correctly. Messages from Facebook don't create tickets. Are there any troubleshooting steps I can try to correct this?
In many cases, it helps to turn your Facebook connection off and on again. Follow the steps below to disconnect and reconnect your Facebook integration.
- On Facebook, remove the Zendesk Facebook App by following the steps in this article from the Facebook support page: How do I edit the privacy and settings for my business integrations or remove them from Facebook?
- Open an incognito or private browsing window in your browser, and complete the re-authorization steps again as outlined in Action needed: Reauthorize the connection between Zendesk Support and your Facebook pages
Tip: During the re-authorization attempt, you can obtain a screenshot of the permissions set for your records in case it is needed for further troubleshooting.
- Upon successful re-authorization of all the Facebook pages, update the required Facebook Page setting Include private messages to Yes. For more information, see the article: Setting up your Facebook channel.