My Facebook integration stopped working

Issue symptoms

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?

Resolution steps

Important:

• If you've received an email notification that your Facebook page needs to be reauthorized, follow the instructions in this article: Facebook reauthorization failed: Page not found.

• If you are unable to connect your Facebook account to Zendesk for the first time, see this article: I can't add my Facebook account to Zendesk.

If already unlinked your Facebook page from your Zendesk account, then you may need to remove the Zendesk integration from your Facebook page.

To remove Zendesk from Facebook

1. On Facebook, go to the business integrations page to see the list of integrations connected to your Facebook account.
   

   

2. Under Zendesk, select Remove to delete this integration from Facebook.
   

   

3. Open an incognito or private browsing window in your browser, and complete the re-authorization steps again as outlined in this article: Reauthorizing the connection between Zendesk Support and your Facebook pages.

Note: Zendesk is removing the legacy Social Messaging App on January 31, 2023. See the article on the removal of the social messaging app to determine if this change affects your account.