Action needed: Reauthorize the connection between Zendesk Support and your Facebook pages

If you have Facebook pages that are connected to your Support account, you need to reauthorize the connection between Zendesk Support and your Facebook pages. This is due to changes that Facebook recently rolled out to Facebook APIs.

For more information about using Facebook with Support, see Setting up your Facebook channel.

How do I know if my account is affected?

All Support accounts that are connected to one or more Facebook pages are affected. You can see a list of the Facebook pages that are connected to your Support account by clicking the Admin icon () in the sidebar and going to Channels > Facebook.

What do I need to do?

You need to reauthorize the connection between your Support and Facebook accounts.

If you don’t do this by June 29, 2020, Facebook will disconnect Support from your Facebook account. You will not be able to send or receive any public messages or private messages from your Support account (for example, from Facebook pages or via Facebook Messenger). Requests sent to those accounts will not be routed to Support as tickets. Service will not resume until you reauthorize the connection. Once you reauthorize, you will continue to receive requests sent to your Facebook accounts, and no further action is required.

What do I need to do?

You need to reauthorize the connection between your Support and Facebook accounts.

If you don’t do this by June 29, 2020, Facebook will disconnect Support from those pages. Requests sent to those pages will not be routed to Support as tickets. Service will not resume until you reauthorize the connection. Once you reauthorize, you will continue to receive requests sent to your Facebook pages, and no further action is required.

To reauthorize Zendesk Support to access your Facebook pages

1. From Support, click the Admin icon () in the sidebar, and then select Channels > Facebook.
2. Move the cursor over the name of the Facebook page and then click unlink to completely remove the page.
3. Click Add new page. to re-add the Facebook page you removed in the previous step.
4. Log in to your Facebook account.

   

5. Click on Edit settings.
6. Select the pages that you want to link to Support, and then click Next.

   

7. Adjust your permissions, if needed, and then click on Done.
   Note: If you want to use Facebook Messenger with Support, Manage and access Page conversations on Messenger must be enabled.

   

8. Go to Facebook channel settings and enable Include Wall posts and Include private messages. 

Have questions?

For additional information, please reach out to us at [e-mail] or add your questions in the comments below.