Issue symptoms
My Facebook integration, Facebook messenger and Instagram Direct channel is not syncing or working correctly. I experienced one of the errors below:
- Messages from Facebook or Instagram don't create tickets.
- Facebook or Instagram users do not receive the agent responses from Zendesk.
- I received an email notification saying that my Facebook page was deauthorized.
Attention required: Facebook Page, [Name of the page], is no longer authorized - I tried to reauthorize my Facebook account with Zendesk but I received an error. The browser says that the page is linked, but, when I return to Zendesk, it shows the below error message.
Page not found. The page you're looking for either doesn't exist or you don't have access to it. I'm unable to reauthorize my Facebook page.
Resolution steps
Zendesk constantly monitors your Facebook pages for new posts, messages, and comments. If Zendesk cannot connect with your Facebook page, it will send an email notification to all admins on your account.
There are different reasons for your Facebook channel to become deauthorized.
- The admin who authorized the Facebook page revoked their Facebook session. This can happen when the admin changes their password or chooses the option log out of a device after a password change.
- The admin who added the page removed permissions for the Zendesk Facebook app to manage your pages or access your Facebook page messages.
- Zendesk receives a consistent response from Facebook indicating that Zendesk isn't authorized to access the page's content. This should only happen due to an error in Facebook’s platform.
- You have not granted Zendesk management access to your account.
For more information, see the article: Setting up your public Facebook channel.
The solution to this issue may have different steps:
- Reauthorize the Facebook page one more time
- Confirm the Facebook integration is working
- Next steps if the integration is still not working
Reauthorize the Facebook page one more time
If you tried to reauthorize your Facebook page and received a Page not found message, you may need to reauthorize the Facebook page once again but this time with the cache of your browser clear.
To fix this issue
- Sign out from your Zendesk account and from your Facebook account.
- Clear the cache and cookies of your browser.
- On the same browser, sign back into your Facebook account. Your credentials must belong to an admin of the Facebook page.
- Sign back into your Zendesk account as an admin.
- Reauthorize your Facebook page by following the instructions in this article: Reauthorizing the connection between Zendesk Support and your Facebook pages.
Alternatively, watch this video that goes through all the steps in the article.
Confirm that the Facebook integration is working
To confirm that the Facebook integration with Zendesk is working, follow the instructions in this section: Confirming the Zendesk-Facebook connection.
After reauthorizing your Facebook page, the reauthorize required label should no longer show up on the Facebook account.
Next steps if the integration is still not working
If you already unlinked your Facebook page from your Zendesk account, then remove the Zendesk integration from your Facebook page.
To remove Zendesk from Facebook
- On Facebook, go to the business integrations page to see the list of integrations connected to your Facebook account.
- Under Zendesk, select Remove to delete this integration from Facebook.
To reauthorize Facebook channel pages
- Open an incognito or private browsing window in your browser. Then, sign in to both your Zendesk and Facebook accounts.
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Facebook Pages. - Hover your cursor over the name of the Facebook page, then click Unlink to completely remove the page. Repeat this process for all pages you wish to unlink.
- Click Add new page to re-add the Facebook pages you removed in the previous step. For more information, see the article: Reauthorizing the connection between Zendesk Support and your Facebook pages.
- Edit the Facebook channel settings for each page and enable Include Wall posts.
To reauthorize Facebook Messenger and Instagram Direct channels
- Open an incognito or private browsing window in your browser. Then, sign in to both your Zendesk and Facebook accounts.
- In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
- On the Facebook Messenger and Instagram Direct channels, select the options menu (
) and click Delete.
- Select Delete channel in the window popup. Repeat this process for all channels you wish to remove.
- Click Add channel and select Instagram Direct or Facebook Messenger from the drop-down.
- For Instagram Direct, click Continue with Instagram to open the Instagram set-up flow.
- For Facebook Messenger, click Continue with Facebook to open the Facebook set-up flow.
For other issues, see the article: How do I troubleshoot issues with my Facebook channel?
2 comments
The Whisky Club
Hi there,
I've followed each of these steps and still the Zendesk-Facebook integration isn't working. In the past these steps have helped me fix the problem but not this time.
What other steps can you recommend I try in order to fix the integration?
Cheers,
Jess
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Christine
If you are using the standard Support agent interface, and not Agent Workspace, you need to install social messaging before you can set up individual social messaging channels.
Please refer to the following articles for the steps:
Important: Zendesk is removing the legacy Social Messaging App on April 15, 2023. If you are using the legacy Social Messaging App, you will need to migrate to Zendesk Agent Workspace and use the improved social messaging experience, as outlined in this announcement.
If you continue to have issues, kindly raise a ticket with our support team directly so we can investigate. See Option 2: Contacting Zendesk Customer Support from within your product. Thanks!
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