If you have configured your Zendesk Support and Facebook accounts to work together, at some point you may find you are unable to send or receive any public or private messages from your Support account (for example, from Facebook pages or via Facebook Messenger). If this happens, you can reauthorize Zendesk’s access to your Facebook account and check the connection between them.
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How to reauthorize the connection between Zendesk Support and your Facebook pages (2:03)
Reauthorizing Zendesk’s connection to Facebook
There are anumber of reasonswhy the connection between Facebook and Zendesk might be lost. If you determine that the Zendesk-Facebook connection is not working, you can reauthorize Zendesk’s access.
To reauthorize Zendesk Support to access your Facebook pages
- InAdmin Center, click
Channelsin the sidebar, then selectMessaging and social > Facebook Pages. - Move the cursor over the name of the Facebook page and then clickunlinkto completely remove the page.
- ClickAdd new page.to re-add the Facebook page you removed in the previous step.
- Sign in to your Facebook account.
- ClickEdit settings.
- Select the pages you want to link to Support, and then clickNext.
- 调整你的权限,如果需要,然后单击Done.Note:If you want to use Facebook Messenger with Support,Manage and access Page conversations on Messengermust be enabled.
- Go toFacebook channel settingsand enableInclude Wall postsandInclude private messages.
If the instructions above do not reconnect your Zendesk and Facebook accounts, seeMy Facebook integration stopped workingfor more suggestions.
Confirming the Zendesk-Facebook connection
To determine that the reauthorization was successful. To do this, you can create a view to monitor the flow of Facebook tickets through Zendesk Support.
To create the view
- In Zendesk Support, create a new view as described inCreating views to manage ticket workflow.
- Enter aTitlefor the view, for example, "Facebook posts".
- UnderTickets must meet all of these conditions to appear in the view, add:
- Status | Less than | Solved
- Channel | Is | Facebook Post
- Create a poston your Facebook page.
- 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 viewsto move it up its position. Expect asmall delaybetween the time you created the post and the time Zendesk creates the ticket.
The following video also walks you through the confirmation process:
How to verify that the Facebook integration is working (2:03)
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