Troubleshooting Facebook connectivity

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

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.

1. 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?
   
2. 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.

   
3. 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.