I can't add my Facebook Messenger account to Zendesk

Issue symptoms

When I try to add my Facebook account to Zendesk, Facebook Messenger isn't listed as a channel I can add. There is no option to add Facebook. How can I connect Zendesk to Facebook Messenger?

Resolution steps

How you connect your Facebook channel to Zendesk differs according to your plan and whether or not the Zendesk Agent Workspace is enabled on your account.

• Connect Facebook from a Zendesk Suite plan
• Connect Facebook from a non-Zendesk Suite plan
• Confirm Facebook is connected in your account from all plans

From a Zendesk Suite plan

1. Ensure that the Zendesk Agent Workspace is enabled.
2. Connect your Facebook page.
3. In the page settings, enable Include private messages and Update page settings

From a non-Zendesk Suite plan

1. If you have a Support plan, enable the social messaging add-on by purchasing it
   If you don't have the add-on, when you try to connect to Facebook Messenger, this error will appear: You need Social Messaging to set up Facebook Messenger. An account owner can purchase it for your subscription.
   
2. Once you purchased the add-on, install Facebook in your account
   • If you use the Zendesk Agent Workspace, follow this article: Adding Facebook Messenger channels to the Zendesk Agent Workspace
   • If you use the standard agent interface, follow this article: Setting up the public Facebook channel
     • In the page settings, enable Include private messages

From all plans, confirm your account is connected

Once you completed the steps for your plan, create a view and test your integration:

1. Create a view
2. Add the below conditions under Tickets must meet all of these conditions to appear in the view:
   • Status category | Less than | Solved
   • Channel | Is | Facebook Messenger
     
3. Click Save
4. Send a test private message to your Facebook page
   
5. Go to Support and find the ticket in the new view you created to confirm that the integration is successful