I can't add my Facebook 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

Connecting your Facebook channel to Zendesk changes according to the type of account you have and the type of functionality you want to integrate.

Public messages, such as Facebook Wall posts and comments	Follow the instructions in this article: Setting up your public Facebook channel.
Private messages from Facebook Messenger	Depends on your plan and if you use Zendesk Agent Workspace and the standard agent interface. Keep reading this article to find out more.

The ability to integrate Facebook Messenger into Zendesk and have Facebook private messages creating tickets in Support depends on the plan of your account.

Find out your plan level

If you aren't sure which plan your account belongs to, go to Admin Center > Billing > Subscription. In the Product column, you can see which plan applies to your account. Alternatively, use the dropdown below to choose the subdomain of your account and open your subscription page.

Choose subdomain

.zendesk.com Go to account

Suite plan
Non-Suite plan

Zendesk Suite   Support only

This article includes:

• Ensure that Agent Workspace is enabled
• Connect to Facebook Messenger
• Confirm your account is connected to Facebook Messenger

Ensure that Agent Workspace is enabled

If your account belongs to the Zendesk Suite plan and you don't see the option to install Facebook Messenger, check your settings and ensure that you have the Zendesk Agent Workspace enabled. Without Agent Workspace, you can't use this version of Facebook Messenger.

To enable Agent Workspace, follow the instructions in this article: Activating the Agent Workspace.

Connect to Facebook Messenger

If you have already enabled the Zendesk Agent Workspace, you can integrate Facebook Messenger channels into your Zendesk account. The process of connecting Facebook Messenger is also described in the video below.

If you use the standard agent interface from Support, connect your Facebook account through the settings of the Facebook Pages.

Go to Admin Center > Channels > Messaging and social > Facebook Pages and follow the instructions in this article: Setting up the Facebook channel. Switch on the option to Include private messages for the Facebook page you are connecting to Zendesk.

This article includes:

• Ensure that you have the social messaging add-on
• Confirm your account is connected to Facebook Messenger

Ensure that you have the social messaging add-on

If you have a Support plan that is not Suite, to integrate private Facebook messages to Zendesk, you need the social messaging add-on.

This add-on appears on the subscription page in the Product column. Go to Admin Center > Billing > Subscription and check it out.

If you don't have the add-on when you try to connect to Facebook Messenger, you will receive this error message:

You need Social Messaging to set up Facebook Messenger. An account owner can purchase it for your subscription.

If you can't see the social messaging add-on in your account, go to Admin Center > Account > Billing > Subscription and purchase the Social Messaging add-on.

Once you have purchased the add-on, you can install Facebook Messenger in your account.

• If you use the Zendesk Agent Workspace, read this article: Adding Facebook Messenger channels to the Zendesk Agent Workspace.
• If you use the standard agent interface, read this article: Editing your Facebook channel.

Confirm your account is connected to Facebook Messenger

To check if your Zendesk account is successfully connected to Facebook Messenger, create a view to monitor the flow of Facebook tickets.

To create the view

1. Add a new view.
2. Enter a Title for the view, for example, "Facebook messages".
3. Under Tickets must meet all of these conditions to appear in the view, add:
   
   • Status | Less than | Solved
   • Channel | Is | Facebook Messenger
     

     

4. Send a private message to your Facebook page.
   

   

5. Go back to the Support interface and open the view you just created. If you don't see the view on the list, reorder your views to move it up its position.
   

   

You should see the ticket on the view.

Additional resources

For articles about related issues or questions, see:

• My Facebook integration stopped working
• There is no option to add Instagram to my account
• How do I troubleshoot issues with my Facebook channel?

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.